Customer Service Representative (CSR)

Job Title: Customer Service Representative (CSR)
Location: Eberlestock Headquarters
Schedule: Monday - Friday, 8:00 AM to 4:00 PM (flex based on business needs)
Reports To: Director of Customer Experience


Job Summary:


The Customer Service Representative (CSR) serves as a front-line ambassador for the Eberlestock brand. This role is responsible for providing exceptional support to customers through phone, email, social media, and other communication channels while delivering a customer experience that reflects our commitment to quality, professionalism, and service.


Successful candidates are excellent communicators who genuinely enjoy helping people, solving problems, and building positive relationships. They possess the ability to multitask, learn complex product information, and confidently represent the Eberlestock brand in every customer interaction.


This role requires a customer-first mindset, strong attention to detail, and the ability to remain professional, empathetic, and solutions-oriented in a fast-paced environment.


About Eberlestock:

Eberlestock is a premium outdoor and tactical brand built on purpose, performance, and trust. Founded by an Olympic biathlete and driven by real-world experience, our products are designed to perform when it matters most - in the backcountry, in the field, and everywhere reliability is non-negotiable.


We're building more than gear. We're building a legacy brand that values craftsmanship, accountability, and people who take pride in doing things the right way. Our team is made up of individuals who care deeply about the work, challenge each other to be better, and understand that great products come from great people.


Our Core Values:

• Authenticity, where integrity drives every decision.

• Quality, because every detail, every feature, and every idea is a reflection of our standard of excellence.

• Guarantee, not just in our gear, but in how we show up for our customers, our community, and each other.

Key Responsibilities:

• Answer incoming customer phone calls and provide timely, professional support

• Respond to customer emails, social media inquiries, and other communication channels

• Provide accurate product information, recommendations, and troubleshooting assistance

• Process customer orders, exchanges, warranty inquiries, and other service-related requests

• Build and process official government and agency quotations

• Process phone orders and other inside sales transactions

• Utilize company systems and tools to research, document, and resolve customer concerns

• Develop a strong understanding of Eberlestock products, features, and applications

• Identify recurring customer questions, product feedback, and process improvement opportunities

• Partner with internal teams to resolve issues and improve the overall customer experience

• Represent the Eberlestock brand with professionalism, enthusiasm, and integrity in every interaction

• Maintain detailed and accurate records of customer communications and resolutions

Required Qualifications:

• High school diploma or equivalent

• Previous customer service, retail, sales, or customer support experience preferred

• Strong computer skills and ability to navigate multiple systems simultaneously

• Experience with CRM systems or customer support platforms is preferred

• Outstanding verbal and written communication skills

• Exceptional customer service and relationship-building abilities

• Strong problem-solving and critical thinking skills

• High level of professionalism and emotional intelligence

• Ability to remain calm and effective in challenging situations

• Ability to learn and retain detailed product knowledge

• Team-oriented mindset with a willingness to support others

• Ability to identify opportunities for continuous improvement

• Passion for the outdoor industry and a willingness to learn Eberlestock products

Benefit Offerings:

• Generous tiered PTO allowance with an initial accrual level of 12 days annually

• 10 Paid Company Holidays

• Two Medical Plan Options with 70% of employee-only premium paid by company

• Optional Dental Coverage

• Optional Vision Coverage

• Company Sponsored 401K Plan with 4% employer match

• Eberlestock Employee Discount (Cost plus 30%)

• "Pick a Pack" Gift following 90-day probationary period

Eberlestock is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, as well as any other characteristic protected by federal, provincial, or local law.