Remote Customer Solutions Specialist

About Northwest Playground Equipment, Inc.

Northwest Playground Equipment, Inc. (“Northwest Playground”) is a fast-paced, collaborative, and Customer-centric, small business who specializes in providing turn-key solutions for the design, procurement and construction of outdoor amenity solutions for public spaces. We partner with high quality manufacturers to provide a variety of playground equipment options, playground safety surfacing, site furnishings, interactive play, and much more. We are an established company with a 27-year history of helping our Customers build community through play!

About the Role

We are looking for a self-driven, problem-solver to research and order replacement parts for playground equipment and accessories that we have installed over the years. As a Customer Solutions Specialist, you will put your detective skills to work. Finding solutions will require you to communicate directly by phone and email with customers to understand specific needs and desired outcomes, research NPEI archives and communicate with internal teams to identify manufacturing years and available warranties, collaborate with manufactures to identify part numbers, and ultimately place replacement orders. This organized project juggler, will manage the parts/warranty inbox and prioritize and track progress with detail in the CRM. They are not afraid to ask questions, pick up a phone, or walk over to a person to find what they need to complete the order, and they document their steps along the way. 

Responsibilities

The position includes, but may not be limited to, the following responsibilities and activities:

• Manage the parts/warranty inbox and prioritize and track progress with detail in the CRM
• Adhere to 72-hour service response levels and monitor KPI’s
• Communicate directly by phone and email with customers to understand specific needs and desired outcomes
• Research NPEI archives and communicate with internal teams to identify manufacturing years and available warranties. Collaborate with manufactures to identify part numbers
• Prepare quotes for customers and sales orders for processing. Submit warranty request for replacement parts. 
• Cultivate positive relationships with customers, vendors, and team members to ensure a collaborative and productive work environment.
• Provide excellent customer support by promptly responding to inquiries, resolving issues, and providing product information.
• Assist with special projects and overflow work

Requirements

• High School Diploma or equivalent. Bachelor's degree preferred.
• Ability to work in a dynamic, growing organization, with a willingness to learn and adapt to change.
• Ability to prioritize and manage workflow process daily and maintain 72-hour service levels
• Self-driven problem solver – someone who enjoys the research and resolution
• Proficiency in MS Office software applications.
• Salesforce or related CRM experience a plus.
• Excellent communication, interpersonal, and customer service skills.
• Ability to interact regularly with people through direct conversation in person, by phone and in writing.
• Willingness to partner and solve problems cross-departmentally.

Working Hours

• 7:30a-4:30p, Monday - Friday plus overtime as needed
• This position works onsite out of the Issaquah office.
• Remote 1-day/week following 90-day Introductory Period

Salary

• $24.00-$26.00 per hour

Benefits

• Hybrid schedule after 90-day Introductory Period
• Professional growth opportunities
• On-the-job training
• 10 paid Holidays
• Paid holiday shut down between Christmas and New Year's Day
• Health benefits (medical, dental, vision)
• 401k with 4% employer matching
• Lifestyle Spending Account
• Tuition reimbursement
• Business casual work attire
• Office snacks

All offers are contingent on the successful completion of pre-employment background checks. Relocation and sponsorship are not available.