[LUS] Rider Service Coordinator

Job Title: Customer Service Representative

Low Pressure Studio is a dynamic and rider-driven house of brands shaping the future of snowboarding. Our portfolio includes Bataleon Snowboards, Rome Snowboards and Nidecker Snowboards, with global operations and a growing presence in North America. With over two decades of innovation behind us, we are committed to pushing snowboarding culture forward through design, community, and creativity.

Tasks

Core Responsibilities:

Customer Experience: Lead the charge and be the first to respond to customers' initial inquiries to ensure minimal response times. Answer sizing and product questions as quickly as possible while ensuring accuracy. Oversee the website live chat feature and phone lines to create real-time conversational opportunities between brands and their customers. Assist with all ECOM business functions including order processing, returns and inventory management. Provide accurate and helpful information about products, orders, shipping, returns, proform applications and any other customer-related inquiries.

Order Management: Assist customers with placing orders, modifying existing orders, and processing returns or exchanges. Coordinate with the warehouse or fulfillment team to ensure timely and accurate order processing and shipment

Issue Resolution: Investigate customer complaints or issues related to products or orders and escalate to Customer Experience Lead.

Product Knowledge: Develop a comprehensive understanding of the Bataleon, ROME and Nidecker product offerings, including their features, benefits, and technical specifications. Be a FASE System specialist. Stay updated on new product releases, pricing, and promotions to provide accurate and up-to-date information to customers.

Customer Feedback: Gather customer feedback and insights, including suggestions, complaints, or recommendations, and communicate them to the Customer Experience Lead. Help identify areas for improvement and contribute to enhancing overall customer satisfaction.

Communication and Documentation: Maintain clear and professional communication with customers, ensuring that all interactions are recorded accurately and appropriately in the customer service database (Gorgias) and order adjustments are recorded accurately in both Shopify and NetSuite backends. Work with international customer experience team daily to ensure all worldwide customer inquiries are covered.

Policies and Procedures: Stay familiar with company policies, procedures, and guidelines to ensure consistent and compliant customer service. Adhere to established protocols for handling returns, refunds, exchanges, and warranty claims.

Escalations: Identify and escalate complex or unresolved customer issues to the appropriate team member or Customer Experience Lead. Collaborate with the relevant departments to reach satisfactory resolutions for customers.

Other: Lead the charge of demo/event gear being prepped before departure and upon its return. Making sure all gear is removed from van/vehicle, dried, cleaned, organized and ready for next event. Responsible for keeping warehouse clean and parts stocked. Assist with barcoding, packing and sending parts as needed.

Requirements

Ideal Candidate Qualifications:

• 2+ years Customer Service experience in winter sports, action sports or related field
• Organized with the ability to multi-task and problem-solve creatively
• Excellent communication skills both written and verbal and proficient with Microsoft Office
• Detail oriented with the ability to juggle multiple requests at any given time
• Experience with NetSuite ERP system and proficiency in Excel a major plus
• Flexible schedule to meet increased demand of the business during peak season
• Ability to lift 50+lbs
• Passion for snowboarding and positive ambassador for the brands in the snowboard industry

Benefits

Perks:

• Full board/binding/boot setup
• SICK! (Powder) Days when it snows a bunch, we want our crew to get out and ride!
• $350/year towards your season-pass of choice
• Company Volunteer Days
• Access to our discounted Pro Program featuring a variety of brands within the outdoor industry
• Monthly Parking Space or Orca Credit
• Monthly Healthcare Stipend during employment

Low Pressure Studio is committed to equal employment opportunity and does not discriminate against any employee or applicant for employment in an unlawful manner. Employment-related decisions are made based on an individual's qualifications without regard to race, sex, color, religion, age, national origin, disability, sexual orientation, gender identity, marital or military status, genetic information, political ideology or other applicable protected class status. This commitment extends to all employment practices including selection, hiring, placement, recruitment advertising, promotion or transfer, rate of pay or other forms of compensation, selection for training, demotion, layoff, or separation. All employment decisions are based upon the qualifications of the individual and the job requirements.