Job Details

eComm Consumer Representative

Columbia Sportswear Company

Job - Corporate/Business

Close Date: 07/11/2019


General Position Summary:




The Customer Representative handles complex interactions in a fast-paced environment, maintaining a high level of customer service by responding to consumer contacts with accurate information in a courteous and efficient manner. Consumer contacts may include phone, email and chat. The Customer Representative will build positive customer relationships by actively listening to, and engaging with, the consumer to offer appropriate product offerings. Job may have some variation depending on the issues or problems that appear. Duties are performed under a moderate level of supervision, with specific directions given. Work is checked for accuracy and volume on a regular basis. Decisions are made within specific departmental guidelines.






Essential Functions/Responsibilities:


•Process moderate to high levels of real-time consumer inquiries via telephone, chat and e-mail.
•Consistently meet or exceed established performance criteria, including but not limited to, customer satisfaction, productivity, attendance, Quality, schedule adherence and revenue generation.
•Provide accurate information regarding product features, specifications and recommended uses of Columbia Sportswear, Mountain Hardwear and Sorel apparel and footwear.
•Understands and has the ability to communicate to consumers how one navigates and completes online transactions.
•Display a positive attitude toward the Customer Service Team by maintaining professionalism, respect, courtesy and support to others.
•Maintain positive open lines of communication with all Columbia Sportswear management, staff and other departments in order to contribute to the smooth flow of information and efficient operation of the organization.
•Is actively engaged in personal growth and development activities.
•Contacts may include sensitive or confidential information.
•Perform other related duties as assigned.

Interpersonal Contacts:




Contacts are normally made with others both inside and outside the organization. Internal contacts may include the Customer Service Manager, upper-level management personnel, Customer Service staff and warehouse personnel. External contacts primarily consist of consumer interaction thru chat, e-mail and phone correspondence. Contacts may include sensitive or confidential information.




Supervisory Responsibility:


This position has no supervisory responsibility.


Specific Job Skills:
•Possess knowledge of effective customer service techniques and strategies.
•Ability to read, write (including the drafting of email correspondence) and speak English with strong verbal and written skills.
•Must be proficient in keyboard use and word processing, with the ability to type a minimum of 35 words per minute.
•Experience in utilizing multiple web browsers and search engines required.
•Team members will utilize multiple online tools simultaneously in their daily work, including but not limited to: internal messaging platform, Microsoft Outlook, internal knowledge base, branded websites and order-creation software.
•Representative must be able to maintain a calm demeanor and use sound judgment while working with difficult or unhappy customers.
•Subject matter expert on Columbia Sportswear Company policies, procedures and consumer support tools

Education:




A high school education or equivalent




Experience:




1 year of call center experience preferred. Experience in athletic or apparel industries preferred.




Job Conditions:




Job requires hours that may exceed 8 hours per day and/or 40 hours per week during peak periods. Physical ability to use telephone, computer hardware/software including keyboard, type, sit and stand for extended periods of time, and occasionally lift/carry up to 10 pounds.




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.



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OTS-COL

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