Consumer Experience Representative

Position: Consumer Experience Representative
Classification: Full-time, Non-Exempt
Reports to: Manager of Consumer Experience
Location: Ogden, UT

POSITION SUMMARY

Amer Sports is the world’s leading sporting goods company with internationally recognized brands including Salomon, Wilson, Atomic, Arc’teryx, ENVE, MAVIC, Suunto and Precor. The company’s technically advanced sports equipment, footwear and apparel improve performance and increase the enjoyment of sports and outdoor activities.

We are currently seeking a Consumer Experience Representative to join our team at ENVE HQ in Ogden, UT. This position will provide industry-leading customer service and build relationships with consumers of ENVE and MAVIC products. The successful candidate will work in a fast-paced, dynamic environment with the ability to multi-task and will provide world-class service to customers with the goal of creating and facilitating loyalty in addition to serving as a crucial cross-functional team member, reporter, and product-line expert.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Communicate expert knowledge of ENVE and Mavic product details, configurations, and programs to customers and comprehensively compare either brand to industry competitor
  • Respond to email and phone inquiries from individual consumers, determine the needs of the customer, and provide the proper recommendations based on those needs
  • Guide customers through brand specific warranty and loyalty programs
  • Enter and maintain accurate sales orders, and follow sales orders through to fulfillment
  • Cross-functional communication with sales support and other internal personnel to resolve concerns
  • Cross-functional assistance with dealer services and sales as needed
  • Meet or exceed personal benchmarking goals for ticket solves, touches, and phone stats
  • Other duties as assigned

REQUIRED QUALIFICATIONS AND WORK EXPERIENCE

  • Minimum of 2 years’ experience in customer support, preferably in the bicycle industry
  • In-depth understanding of high-level cycling concepts, including, but not limited to: aero, technical product design (wheels, components, clothing), product use and positioning
  • Must have an understanding and knowledge of the bicycle industry, channels, and culture
  • Proficiency with programs (SAP, Zendesk, Magento, Dordstatt, 3CX) and brand programs (Warranty, Loyalty, Consumer Direct Sales, and International Referrals)
  • A genuine love for the consumer experience
  • Bachelor’s degree or equivalent education and experience
  • Possess intermediate computer skills and the ability to quickly learn new technologies
  • Adaptable and capable of multi-tasking, problem solving, and thriving in a busy environment, individually or in a team

PHYSICAL ENVIRONMENT/WORKING CONDITIONS

  • Must be able to work in office and outdoor environments
  • May be required to work extended hours
  • May be required to travel internationally on occasion
  • Must be able to carry product and promotional items weighing up to 60 lbs.
  • Requires sitting for long periods of time, bending, grasping, sitting, pulling, pushing, standing, and stretching are generally required to perform the functions of this position.

BENEFITS

  • Paid Time Off
  • 13 Paid Holidays
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Disability Insurance
  • 401(k) with match
  • Gym membership
  • Employee Purchase Program

Please submit cover letter and resume to jobs@enve.com. In the Subject line, type: CSR