Consumer Experience Agent (Gregory)

Gregory Consumer Experience Agent

As a Consumer Experience Agent for Gregory, you will be the front-line ambassador for our brand. We are looking for a candidate that will partner with our passionate and incredibly talented team to build an authentic, professional and world class consumer experience.

Since 1977, Gregory Mountain Products has been a legacy brand in the outdoor industry and our products are sold in over 45 countries. We are a global leader in hiking, backpacking, everyday outdoor lifestyle, gear organization, and active travel products. We believe that exploration is all about the spirit and drive to make your life what you want, and our mission is to build gear you can trust to take you there. We have received countless innovation and product awards over the years, but most importantly our products have been helped inspire millions of people to live passionately and we're honored to play some small part in all the smiles along the way.

Essential Functions

• Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
• Assist consumers with topics such as (but not limited to):
• Brand, website, or product knowledge based on questions and complaints.
• Taking online orders, including payments.
• Resolving returns and order complaints.
• Communicating our Lifetime Warranty policies and repair options.
• Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
• Meeting and surpassing determined productive metrics on a consistent basis.
• Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
• Partner with various internal departments to stay current on product information, brand initiatives, e-commerce events, and system changes.
• Follow compliance procedures while still providing genuine support to consumers.
• Provide feedback to R&D on relevant new product development as needed.
• Understand customer needs and make proper product line recommendations.

We're excited if you have:

High school diploma or equivalent required.

Passionate outdoor user with general knowledge of outdoor gear and equipment.

At least 1-2 years minimum of customer service experience handling inbound consumer support or comparable outdoor specialty retail experience.

Must have excellent communication and listening skills written and oral.

Ability to maintain a high level of patience when handling consumers with a professional and friendly demeanor.

Proficient in multi-tasking and staying organized.

Critical thinking, high attention to detail, and problem-solving skills.

Strong computer literacy and call center software experience.

Consumer goods experience within a call center, ideally with an outdoor oriented company.

Experience with CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke or comparable CRM platforms.

Microsoft Software Familiarity: Excel, PowerPoint, Word, Teams, SharePoint.

Experience with Various Software: Adobe Acrobat and Google Docs.

Our North America office is located just a few miles south of downtown Salt Lake City at the base of the Wasatch Mountains, giving our small, tight-knit team amazing access to world-class hiking, biking, fishing, skiing and snowboarding within a stone's throw of the office. With 360-degree views and open windows, you can enjoy the fresh air, and you can feel the energy of the mountains all around you.

At the risk of giving the ole sales pitch, we are proud of our culture at Gregory, so why not tell you about it. The work environment is fun and dynamic, with no shortage of learning opportunities due to our highly collaborative environment. We have a work-hard, play-hard mentality and are supportive of finding a healthy work/life balance. When it comes to professional development, our high employee retention rate and tenured team is the best indicator that there is no shortage of opportunities to learn and grow. We are fortunate to have a passionate and supportive parent company, Samsonite, a world leader in the travel space, which provides financial stability and allows us to pay competitive salaries with great benefits. At the end of the day, we place great value on each and every one of our team members.

What We Value

We are a product-driven company, so we place a huge amount of value in high quality design, craftsmanship, materials, and responsible sourcing. We care about our outdoor playgrounds and the future of the planet, so we seek out environmentally conscious innovation and take real, science-based steps to measure and reduce our overall footprint. We believe in the incredible physical and mental health benefits we acquire from spending time outdoors. We seek to foster aspiration without intimidation, and we welcome all adventurers.

Our passion drives us to ensure every one of our products bears the mark of our hands-on, ground-up effort to curate new ideas, materials and technology to deliver something that is uniquely Gregory. This ingenuity and passion-driven mission can be felt beyond our products across all aspects of the company. It informs the style in which interact with our customers, our consumers, and our community. No matter how our consumers define adventure or wherever their curiosity leads them, it's our job to enhance and empower their experiences.

Gregory is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

About the Team

Why you'll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value: At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily. Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

Job Info

• Job Identification 8133
• Job Schedule Full time
• Job Function Corporate
• Display Work Location Gregory
• Compensation Currency US Dollar