Customer Service Representative

Who We Are

Elevate Outdoor Collective is an alliance of iconic outdoor and winter sports brands with a specialized focus on skiing, snowboarding and snowshoeing. With each unique brand maintaining its own individual points of view and driving independent innovation, the Collective is fueled with the strength of world-class development facilities and engineers, global distribution channels and committed outdoor lifestyle enthusiasts and experts. Our brands include K2 Skis, K2 Snowboards, Marker, Dalbello, Völkl, RIDE Snowboards, LINE Skis, Backcountry Access, Atlas Snowshoe Co., Tubbs Snowshoes, Madshus and K2 Skates.

With an international portfolio of world-renowned brands recognized as trailblazers in innovation, performance and, most importantly, fun times by active lifestyle enthusiasts across the globe, Elevate Outdoor Collective will continue its mission to progress the culture of each and every outdoor endeavor it represents. As “One Team” backed by world-class development facilities and product engineers, incredibly talented athletes and ambassadors and a top-notch crew of employees who live and breathe the outdoor active lifestyle, Elevate Outdoor Collective is eager to take things to the next level.

Position Overview

The Warranty Services Rep (WSR) serves as a product expert to offer dealers and customer top notch product information and service whether by phone, e-mail, or through our websites.  Product knowledge being key in this role, he/she works not only with the customer, but trains and communicates with Elevate internal teams; including Development, Quality, Warranty, Legal, Sales & Marketing, and Customer Service to gain that product knowledge and learn of potential issues with a product.  The Warranty Services Rep will therefore have the knowledge to offer the customer the best recommendations to resolve issues with defective products.  This may require sending warranty parts or advising on correct retail parts to and for the customer.  And in the case of a warranty claim for the full product, setting up and maintaining WRMAs (Warranty Return of Materials Authorization) so that the customer can ship the product to the Warranty Department for repair or replacement.  Additionally, he/she identifies and reports any newfound off-quality issues from the field to Development, Quality, Warranty, and Legal so that proper corrective actions may be taken.  Additionally, the WSR may be asked to participate in use of the products in their category specific specialty to enhance product knowledge.

Responsibilities

• Receive and complete all dealer and end-use customer phone calls and e-mail requests for Technical and Warranty Support.


• Determine action to be taken on products that are reported to defective/off-quality in the field.


• Enters and monitors WRMAs for dealers and end-use customers


• Prepares service action plans and Technical Service reports.


• Ensure all customers are replied to within 24-48 hours on all email and phone calls


• Focuses on delivering a positive customer experience according to set standards


• Monitors new product concerns and alerts Quality, Warranty, Product Development staff, and Legal if necessary, providing pictures and customer reports in a unified document format.


• Serves as interface between QA, Warranty, Engineering, and Customer Service on product/technical related issues


• Assist with identifying any new Trouble Codes with Warranty and Engineering Depts. as required.


• Track and document Vendor related Quality issues


• Assist engineering/development team with updating and or maintaining Technical Service Manuals. 


• Assists with maintaining website FAQ’s and online warranty policies


• Completes projects as assigned by manager, including but not limited to, all key reporting functions within the dept.


• Participate in any potential “demo” days with sales reps and or development team to increase product knowledge and provide user feedback.

Minimum Qualifications

• High school diploma / GED


• Extensive Winter Sports Product Knowledge - Inline/Ice Skate knowledge a plus.  


• Ability to function well in fast-paced environment and meet multiple deadlines


• Ability to work well in a team environment and cross functionally


• Comfortable working independently and staying on task without supervision


• Two years of customer relations experience.


• Experience with Microsoft office; Word, Excel, Outlook.


• Excellent verbal and written communication skills


• Solid time management and project management skills


• Overtime and/or an adjusted schedule may be required in peak season

Preferred Qualifications

• Experience with Elevate and and/or sporting goods products


• 2-3 years’ experience with outdoor retail sporting goods


• Customer Service and/or Warranty/Returns Experience

Physical Requirements

•           Ability to see, speak and hear

•           Ability to sit in front of computer for long periods of time

•           Ability to enter data for long periods of time

•           May be required to lift 15-50 pounds occasionally.

K2-MDV Sports is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. View the EEO is the Law poster here http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf