Customer Experience Representative - DTC

Location: Aurora, CO (on-site) Employment Type: Full-Time Compensation: $19.50-$21.75 per hour Fenix Outdoor North America has an exciting opportunity for a motivated, high-energy customer service champion to join our DTC Customer Service team located near Denver, Colorado. At Fenix Outdoor, we create life-altering experiences in nature through providing a full range of products and specialty outdoor retail stores across several countries. Our company enables people to enjoy life outside. We’re a team of nature lovers, and we enjoy being outside. Whether in a city park or climbing the peak of a mountain, sustaining the world we live in is a top priority in what we do. *After all, our business is nature.* What You Will Do As a Customer Service Representative on our DTC team, you will provide exceptional customer experiences for our Fjällräven, Royal Robbins, and Hanwag customers. This role calls for regular, close communication with consumers and strong cross-functional collaboration with internal teams. Respond to customer inquiries, requests, and concerns via phone, email, and live chat in a timely and professional manner Assist customers with order changes, cancellations, returns, and product-related questions Research and resolve shipping, delivery, and payment issues Educate customers on technical product application, sizing, and general use to help them select the right items for their needs Facilitate communication between departments as needed to resolve customer issues Contribute to a positive, solution-oriented team environment by jumping in to help where needed What You Bring Experience in a customer service or retail role A genuine love of helping customers, solving problems, and creating positive experiences A strong belief in delivering exceptional customer service at every touchpoint Clear and effective written and verbal communication skills Excellent attention to detail and strong time management skills – you can prioritize effectively and work efficiently Comfort learning, navigating, and mastering multiple systems and tools Enthusiasm for fast-paced environments and working toward ambitious goals Technical proficiency, including comfort with Microsoft Office (Outlook, Excel, Word) Ability to build trust and positive relationships with teammates A mindset focused on continuous improvement – for customers, for coworkers, and for the company Preferred (but Not Required) Bachelor’s Degree or equivalent combination of education and work experience Previous retail or customer service experience in the outdoor industry Experience using ERP systems (especially Microsoft AX) Experience with Zendesk What We Offer A stimulating work environment with passionate, enthusiastic co-workers Opportunities for personal and professional growth that will elevate your career A company that treasures sustainability and acts to create future stewards of nature Medical, Dental, Vision, Critical Illness, Accident 401k with generous company match Generous schedule of company-paid holidaysProduct discounts on all Fenix Outdoor brands Industry discounts and more… About Us Fenix Outdoor is an international group of premium outdoor brands (including, Fjällräven , Royal Robbins , Hanwag , and Devold of Norway ) united by a shared mission: to enable all people to experience and protect nature. From our Nordic heritage to our North American headquarters in Colorado, we’re committed to designing and distributing durable, responsibly made gear that inspires life outdoors. Sustainability, integrity, and respect for nature guide everything we do, from the products we create to the way we work together as a global team.

• If you’re energized by helping people, thrive in a collaborative environment, and want to represent brands rooted in sustainability and quality, we’d love to hear from you.*
• Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.*
• This employer participates in E-Verify.*

Fenix Outdoor International AG is a global group of premium outdoor brands, listed on Nasdaq OMX Stockholm (Mid Cap). Across our portfolio, we design and deliver clothing and equipment that enable an active life in nature. Each brand within Fenix Outdoor serves a distinct segment of the outdoor community, while sharing a common commitment to quality, durability, and long-term responsibility. Together, we offer premium products that support every kind of outdoor experience. #J-18808-Ljbffr Socket.dev