Customer Support Representative

The West Coast Sailing Customer Support Representative is committed to providing exceptional service to our customers, proactively resolving issues, and providing expert advice based on their sailing experience. This role works with our customers across communication channels, and is the face of our company. Our Customer Support Representative advocates for our customers, solves problems, and otherwise goes above and beyond to wow our customers. Responsible for the daily operations of the Customer Support Team. Answers calls and emails from our customers. Prioritizes as necessary to ensure time sensitive situations are addressed. Monitors open customer situations and follows up with customers, vendors, and staff in order to ensure that timely resolutions occur. Responsible for daily order processing tasks, ensuring the rapid fulfillment of orders and prompt communication to customers where issues arise. Actively audits backorders and other open orders to ensure customers are kept informed of changes to order fulfillment timelines. Assist walk in customers and appointments in our retail showroom. Serves as a primary point of contact for our customers. Staffs our customer phone line and email inbox. Assists with other phone lines and inboxes as necessary to provide coverage. Assists customers with order changes, order substitutions, cancellations, and quotes. Processes warranty claims with our vendors & updates customers on the resolution. Processes returns. Provides 5 star service and serves as an advocate for our customers. Other Responsibilities The Customer Support Representative is responsible for supporting the rest of the Customer Support Team by covering their areas of responsibility when they are out of the office due to illness/PTO/or as otherwise requested or assigned. Support our fulfillment team by providing occasional assistance preparing orders for shipment. Invoice, pack, and prepare shipping labels for outbound orders. Works to continuously improve their skill set and sailing knowledge, resources, and standard of service. From time to time, as necessary, the Director of Customer Experience, or other leadership may assign specific projects or tasks outside the scope of these responsibilities to the Customer Support Representative. Schedule In person Tuesday through Saturday, 8:30am to 5pm. 2 weeks PTO for the first 5 years, then 3 weeks. Six paid holidays. 40 hours sick time. Paid Leave Oregon. 401k with company match. Employer sponsored Health Insurance (Medical, Dental, Vision). Employee discounts, demo boats, Go Play Day and more. #J-18808-Ljbffr West Coast Sailing