Date Posted: 8/10/2018

eCommerce Customer Service


  • K2 Sports
  • United States
  • Washington
  • Seattle
  • 2 year(s)
  • Full-Time
  • Not Available
Job Description

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

Job Requirements

Required Skills
• Bachelors’ Degree or related experience
• Minimum of 2 years consumer sales experience (online retail)
• Advanced skills in Microsoft applications, particularly Excel, Word, and Outlook
• Experience with ERP systems
• Excellent communication skills, both verbal and written
• Ability to prioritize, multitask and escalate when needed
• Positive, friendly attitude

Desired Skills
• Genuine interest and understanding of K2 Sports products
• 1-2 years experience with outdoor retail sporting goods
• Consistent sense of urgency required
• Ability to work well in a team environment and cross functionally
• Detail oriented, conscientious, and self-motivated
• Excellent follow through and persistence
• Initiative to improve processes and reduce costs
• Overtime and/or an adjusted schedule may be required in peak season
• HTML/CSS knowledge is a plus

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Perks

Date Posted: 8/10/2018

eCommerce Customer Service


  • K2 Sports
  • United States
  • Washington
  • Seattle
  • 2 year(s)
  • Full-Time
  • Not Available