Customer Service Representative

Position: Customer Service Representative
Location: Lake Oswego, Oregon
Reports To: Customer Service Manager
FLSA Status: Non-Exempt
Non-Managerial

Position Overview:
At Yakima we believe in connecting you, your family, friends and all your favorite gear to your desired destination or activity through our mission of enhancing the journey and earning trust every day. The CSR is an entry level position responsible for assisting consumers via phone, email and chat with their requests for service and product information for the Yakima Products family of racks. The position supports Yakima Products end users by following through on their requests for technical product information, product / vehicle fit information, and warranty support and evaluation. Responsibilities include processing a high number of phone calls, emails and sales orders with the quality and positive attitude that our customers have come to expect in our over 40 years in the rack business. Further, this position will execute and support projects with teammates to deliver against initiatives in Yakima’s strategic and annual plans which will contribute to achieving and sustaining the Yakima Strategic Business Plan and Initiatives, global competitive advantage, and profitable market growth strategy.
Here’s a glimpse of what you’ll do:
• Provides troubleshooting and analysis to resolve consumer problems in a timely, efficient, cost effective, professional manner, and within established guidelines
• Processes sales orders, including follow-up and documentation, in an accurate and timely manner
• Provides timely technical product support to consumers by phone, email or chat
• Increases sales through suggestive selling to consumers
• Promptly and professionally answers a high volume of incoming calls
• Applies knowledge of company policies, procedures, products and services to troubleshoot, analyze, and resolve consumers’ problems in a timely, efficient, professional manner, and within established guidelines
• Accurately and timely processes sales orders
• Answers consumer emails in a timely, accurate, and professional manner
• Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction, referring complex customer inquiries to the appropriate individuals
• Recommends products and services appropriate to consumer needs
• Provides technical product information to consumers
• Refers non-routine or major problems to other individuals, departments or higher authorities as appropriate
• Completes all assigned tasks in a timely and accurate manner
• Conducts general office work and consumer account administration in an accurate and timely manner
• Participates in clinics and staff meetings at the direction of the Department Manager
• Provides backup coverage across customer service as required
• Provides timely and accurate consumer feedback to appropriate sales and customer service staff
• Carries out in an effective manner other duties, responsibilities, and projects as may be assigned

What you Bring:

• AA degree from an accredited college, or equivalent experience preferred
• 1 year of customer service experience in outdoor retail sales, and experience selling Yakima racks preferred
• Intermediate level with PC’s: Microsoft Office Suite; Outlook
• Ability to effectively develop work systems to manage workload, work independently and efficiently, have a keen ability to prioritize, and ability to identify and address needs in advance
• Ability to establish and maintain effective working relationships with internal/external customers and consumers
• Professional level communicator — both oral and written correspondence
• Data base experience preferred
• Mechanical aptitude
• Able to visualize and understand geometric and spatial relationships
• Clear, concise, professional, and comprehensive written communication skills
• Strong organization skills
• Ability to manage and prioritize multiple competing priorities
• Ability to take initiative, follow-through on requests until completion & utilize a keen attention to detail
• Must be comfortable with ambiguity and be resourceful enough to find solutions on your own
• Zeal, energy and passion for outdoor sporting products
• Experience working with technical products
• Experience in the outdoor industry and/or automotive preferable

Work Environment:

Work takes place in an office setting. This job may require working more than 8 hours per day and/or 40 hours a week. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position requires the ability to occasionally lift, push, and carry up to 50 lbs frequently and up to 80 lbs occasionally.

Yakima Products has a culture of honesty, respect and trust, and we are committed to providing an environment where equal employment opportunities are available to all applicants and employees without regard to their membership in any protected classification such as sex, race, color, creed, national origin, ancestry, religion, age, marital status, pregnancy (including childbirth, lactation and related medical conditions) genetic information (including characteristics and testing), military and veteran, disability (mental or physical), sexual orientation, gender identity, gender expression, or any other status protected under applicable local, state, or federal law. Yakima Products is committed to Equal Employment Opportunity (EEO) in all aspects of the employer-employee relationship including, but not limited to: recruitment, hiring, training, advancement and termination.

Yakima believes in doing the right thing, and is committed to enhancing our diversity, and demonstrating that commitment to our employees, customers and community. The Company promotes diversity by developing policies, programs and procedures that foster a work environment in which differences are respected and employees are treated fairly.