ABOUT:

Thank you for your interest in this opportunity at SCARPA North America! We are one of the premier outdoor footwear and ski companies in the world, specializing in high performance footwear for most outdoor pursuits… such as backcountry skiing, mountaineering, climbing, backpacking, hiking, and trail running. If a casual and flexible work environment, working alongside motivated colleagues that share a passion for the outdoors sounds good, then SCARPA could be the right place for you!

Our goal at SCARPA North America is to hire those who will thrive in this career opportunity, making this a win/win situation for all of us. We want this job to become your dream job, and we are working hard to find the right match.

Job Title: Customer Service Coordinator (CSC)

Department: Sales Department

Job Location: Boulder, CO

Reports To: Direct Sales Manager (DSM)

Supervises: Customer Service Representatives

Status: Full-time, Non-exempt

SCARPA North America supports an inclusive culture based on respect, equity, and diversity. Through open communication, collaboration, mentoring, and the freedom to think creatively, we strive to create a work environment where our colleagues can grow, contribute, participate and be themselves while working together as a team to reach the full potential of individuals and the company.

GENERAL PURPOSE OF JOB: The SCARPA North America (SNA) Customer ServiceCoordinator (CSC) is responsible for the coordination and day-to-day operations of the Customer Service department, and the supervision of the Direct-to-Consumer (DTC) customer service team. General tasks include but are not limited to customer communications, B2C and Professional group order processing, process workflow analysis, and consumer experience quality assurance monitoring. The CSC works closely with the Direct Sales Manager (DSM) to achieve best in class customer service and maximize customer focused operational efficiency. The CSC is a customer service specialist focused on direct sales customers, accounts, initiatives, and operating procedures.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Understanding of the strategy, tactics and best practices of top level, consumer centric customer service operations
• Lead Customer Service team in executing customer service operations with training support, workflows, operating procedures, and schedules.
• Process daily Ecommerce sales orders and ensure that all B2C orders are processed in a timely and accurate process by the CS team.
• Process B2C pro group and 3rd party sales orders. Manage order tracking, and customer communication for these order types.
• Work with Customer Service and Product Services to ensure all post-purchase communications and operations are customer friendly, timely, efficient, and trackable.
• Proficiency in customer service tasks and duties, workflows, operating procedures, scheduling, entering sales orders, data management and consumer communications
• Monitor and track customer service team productivity and quality of the consumer user interface and experience
• Use and create basic reports from platforms including NetSuite and Magento
• Update and maintain sales order forms and sales assets for B2C business
• Monitor and ensure integrations and data flows are accurate and help with troubleshooting solutions
• Develop and execute monthly customer service goals and tactics to help achieve DTC sales goals
• Ability to present and sell SCARPA products and programs to SNA customers.
• High level of proficiency with office computers and operating systems (Microsoft Excel, Word, Outlook, NetSuite etc.).

OTHER DUTIES AND RESPONSIBILITIES (following duties are required on all positions):

• Maintaining knowledge of SNA’s ERP, electronic communication, and data systems.
• Maintain consumer support and technical product knowledge.
• Uphold SNA’s core values, mission, and business goals.
• Follow all SNA policies and guidelines as noted in the Employee Handbook.

CUSTOMERS:

Internal: SNA Sales staff, Finance team, Operations team, Distribution Center, Marketing team and Product Services.

External: SNA Direct retail customers, 3rd party partners, professional customers, educational institutions, and government agencies.

EDUCATION and EXPERIENCE:

Three to five years of relevant experience/training or equivalent combination of education and experience.

Preferred: Experience with Excel report creation and e-commerce platform management, specifically, Magento platforms.

AUTHORIZATION TO WORK

Authorization to work in the USA

WORK ENVIRONMENT:

Hybrid work schedule includes business office and remote working. Also, may include consumer events, trade shows and outdoor environments.

EMPLOYER’S RIGHTS:

This job description does not list all the duties of the job. Additional duties may be assigned at any time. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise the job description at any time.

PAY

This job is a fully-benefited, hourly position.

Job Type: Full-time

Pay: $47,840.00 - $54,080.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Please briefly describe your interest and experience in the outdoor industry.

Education:

• Bachelor's (Required)

Experience:

• Excel Report Management: 1 year (Preferred)

Work Location: In person