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Seattle, WA

Full-time | Customer Service, Digital, Ecommerce, Retail, Sales - Inside

About the job

K2 Sports is looking for an eCommerce Customer Service Representative to provide order support for all direct-to-consumer, VIP, and Employee orders within the K2 Sports brand family. The ideal candidate has a passion for the outdoor industry and the desire to provide excellent support to our online customers. This position will establish relationships with our current DTC platform Customer Service and Merchant Support team, manage all DTC orders, and assist with order fulfillment through our DTC platform. As our eCommerce CS Rep, this position will handle all order questions such as order status updates and returns, as well as answer any support questions related to the ordering process on our websites. This position will report to the head of customer service, and will also work closely with the Digital Department and the eCommerce Manager. Brands include: K2 Skis, K2 Snowboarding, RIDE Snowboards, Full Tilt Boots, LINE Skis, K2 Skates, Atlas Snowshoes, Tubbs Snowshoes, Madshus Skis.

Description
• Answer incoming phone calls from eCommerce customers, VIP, and Employees, in a timely and professional manner (within 24hrs M-F)
• Respond to e-mail and social media direct messages or posts from consumers on our social media channels, branded websites, and employee store site (within 24hrs M-F)
• Monitor all DTC sales orders within our DTC platform KIBO and our ERP and assign to dealer when possible
• Anticipate, analyze, define and solve problems in a timely manner, including delivery issues, shipping issues, and pricing and terms issues
• Provide merchandising fulfillment support by making purchase recommendations based on current inventory stock levels and sales data
• Communicate extensively with eCommerce supervisor, sales managers and sales reps regarding status of orders and inventory levels
• Process requests for Return Authorizations (issue RA#s) in compliance with our online return and warranty policies
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1501 Lincoln Blvd.#1014 Venice, CA. 90291