CLOTHING FOR POSITIVE CHANGE (C4PC)
From the farm to the factory to our closets, we all have an opportunity to create positive change through clothing as we work to fundamentally change the way clothing is made.
Do you want to join a team committed to creating positive change in the world through the C4PC movement?
Consider prAna, where you can transcend the current trends and demand more from your wardrobe and your employer; where you can help an enthusiastic and loyal audience celebrate the outdoors and their own unique style; and where you can help lessen our impact on the planet and its people every day.
ABOUT THE POSITION
Our Customer Experience team is responsible for providing customer service support by telephone and email and delivering exceptional service to create and retain loyal and lifelong prAna customers.
As a Customer Experience Associate, youll be responsible for all customer contacts and must communicate with our customers with empathy and passion for the brand. Contacts may include inquiries such as placing orders, assisting with existing orders, warranty, billing, shipping, and general customer questions. Our ideal team member is patient, flexible, and enjoys interacting with customers to help resolve issues while building brand loyalty.
Youll work in a fast-paced environment requiring the ability to maintain a calm and professional composure. Youre able to work on the phone and computer for the majority of the day and you are a team player with a positive and supportive attitude.
HOW YOULL MAKE A DIFFERENCE
Customer Service & Sales
Interface directly with customers via phone, email or social tools.
Prepare for customer inquiries by studying products, services, and customer service processes.
Help customers adjust information regarding their orders and account. This includes providing product information and suggestions.
Respond to customer inquiries by understanding the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
Enter/document inquiries and responses in customers accounts.
Improve quality of service by recommending improved processes; identifying new product and service applications.
Provide returns and warranty information, as needed.
Upload and adjust online orders. Ensure fulfillment by following up on order turnaround and back orders.
Update and charge credit card info as needed.
Department / Team Support
Help maintain systems for Customer Experience Department by reporting system issues to direct supervisor.
Perform operational tasks associated with order tracking and fulfillment, refund assistance, and processing of credits and gift cards.
Develop and maintain expert knowledge of current, past, and future product lines.
YOU ARECustomer-oriented, with excellent customer service skills
Positive, with a friendly attitude and demeanor, in person and by phone
A reliable team-member
An excellent verbal and written communicator
An active listener
A problem-solver & multi-tasker
Attentive to detail and accuracy
Able to accurately collect and record information
Organized, with strong attention to detail
YOU HAVEMinimum 1-year experience in customer service
Knowledge of Zendesk or other customer support/ticketing system preferred
Direct to Consumer, specifically supporting Retail or an eCommerce business preferred
High school diploma, general education degree or equivalent
Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook
Proven ability to exercise sound judgment in interactions and correspondence with customers
Ability to type, and basic math skills
SCHEDULE REQUIREMENTSAvailable to perform duties Monday through Friday, during normal hours of operation 6am 5pm
We create versatile, stylish, and sustainable clothing and accessories that you can wear during every activity, every adventure, every day. How do we know? Because we base our designs on our own experiences. You see were more than makers, were doersyogis, climbers, and world travelersand we use our knowledge to make adventurous, free-spirited clothes that look good and play hard.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.
At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.