Customer Service Representative (HH)

Customer Service Representative

Helly Hansen is seeking a Customer Service Representative who shares our passion for helping customers and inspiring outdoor experiences. Born by the sea and raised by the mountains, we connect every day with outdoor enthusiasts whose stories fuel our work. We are committed to creating high-performance products that help people feel alivewhether on the mountain or at sea. Our customers are at the center of every decision, supported by strong teamwork and a genuine passion for what we do.

Our Customer Service Representatives deliver best-in-class experiences by building meaningful connections, sharing an enthusiasm for the outdoors, and providing thoughtful solutions to customer inquiries. We are looking for a like-minded individual who is committed to delivering exceptional service.

Key Accountabilities

• Provide exceptional service that strengthens existing business and supports new business. Ensure customer needs are met from the initial order through delivery and final resolution.
• Respond promptly and efficiently to order-related questions and concerns, including product quality, delivery, availability, and warranty issues.
• Maintain polite, professional, and company-aligned verbal and written communication at all times.
• Process and monitor orders efficiently and in accordance with Helly Hansen best practices across email, phone, and chat channels.
• Share customer feedback with brand and business teams to support product development and brand growth.
• Develop strong product knowledge to provide accurate information and respond to technical inquiries.
• Assist customers with claims and process them efficiently toward a positive outcome.
• Perform other essential or equivalent duties as requested by the manager.
• Demonstrate flexibility and contribute as an effective member of the Customer Care team.
• Represent Helly Hansen as a brand ambassador both at work and in the broader community.

Job Types:

Permanent, Full-time

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Job Duties:

• Answer incoming customer inquiries (phone, live chat, email)
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Record and modify customer information within the database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Requirements

Education, Knowledge, and Skills

• A well-rounded education is valued; more importantly, candidates should demonstrate a desire to learn, grow, and build strong team relationships.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers and all levels of management.
• A tactful, courteous, and collaborative approach, with the ability to motivate others.
• The ability to learn quickly and adapt to changing situations and processes.
• Strong organization and time-management skills, including the ability to meet deadlines, prioritize, multitask, and work effectively during busy periods.
• The ability to work effectively both independently and as part of a team.
• An enthusiastic, confident, and team-oriented mindset with a can-do attitude.
• Experience with Salesforce and/or Magento is an asset.

Leadership Competencies Expected for this Role:

Foundational Leader

Global Agility Be open and adapt quickly when things change

Purposeful Integrity Do the right thing, even when no one is watching

Strategic Foresight Think ahead and plan for what's coming

Customer Centric Innovation Find better ways to serve our customers

Urgency for Impact Act fast and get results that matter

Bold Accountability Take ownership of your work and results

Empowered Collaboration Work well with others to get things done

Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. Our benefits are crafted with the same care as our products. When our employees are healthy, secure, and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family's needs now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.