This position can be In Office, Hybrid, or Remote depending upon the needs to the candidate. Hours will be either 7am - 3:30pm or 8am - 4:30pm.
Summary of Position:
The Customer Solutions Representative is the “voice” of True North Gear to its customers presenting True North, Dragonwear, and Pack Shack and its products in the best light possible. This position engages with both external and internal customers.
Duties & Responsibilities:
- Provides exceptional service to each customer, every time.
- Respond to customer inquiries (Order status, dealer locations, product pricing, stock levels) in a timely and accurate manner via: phone, emails (info@; orders@; returns@); and chat.
- Enter Sales Orders and acknowledge Orders, including:
- Dealers, Cash Sales, Outlet Store
- Key accounts
- Special Sales Orders (promos, samples, wear trials, transfer orders, marketing)
- OEM and Decorating
- EDI/SPS
- Allocate inventory to sales orders according to the backorder report.
- Update sales order delivery dates and communicate with Customer as needed.
- Provide required customer service tasks according to key account process specifications.
- Process Return Merchandise Authorizations (RMAs) and Warranty inquiries.
- Coordinate freight quotes and transit times with the warehouse team.
- Coordinate NAFTA inquiries with the warehouse team.
Other duties as assigned.
Professional Requirements:
Education and Work Experience:
- Customer service experience in retail, hospitality, or call center.
Knowledge and Skills
- Strong alignment with our organizational values.
- Entrepreneurial mindset and the ability to be flexible and responsive to changing priorities.
- Ability to be self-directed and see projects to completion in a timely manner.
- Excellent interpersonal skills, and a strong customer service orientation.
- Ability to work collaboratively, exercising good judgment, decision-making, and problem-solving skills to achieve shared goals.
- Strong verbal and written communication skills combined with the ability to listen deeply and authentically.
- Strong project management, organizational skills, and attention to detail.
- Professional phone skills
- Enthusiasm for providing stellar service and patience when handling tough cases.
- Driven to find solutions.
- Ability to put yourself in the customers’ shoes and express empathy, building trust and sustainable relationships with customers.
- High-level of proficiency with Microsoft Office (Outlook, Word, Excel) and ability to adapt to new technologies.
- Familiarity with CRM systems and practices
- Written and verbal fluency is Spanish a plus