Consumer Service Rep

Based in the Pacific NW, Yakima Products Inc. has been a pioneer of cargo and gear management solutions since 1979. We connect you, your family, friends and all of your favorite gear through our mission of enhancing the journey and earning trust every day. We want bring our employees and consumers closer to nature with our innovative, rugged and dependable products. We take our work seriously without taking ourselves too seriously. It's not uncommon to see folks gathering for their daily lunch rides, or collaborating with teammates around the kegerator (yes, we have one of those). We believe in taking it easy, and when things get warm you might just see shorts and t-shirts, crocs, sandals, painted toes or whatever you feel comfortable wearing. Oh, and don't be alarmed if you happen to see Sasquatch.

At its core, our CSR role is rooted in building relationships. The Customer Service Rep is a vital role to the business as you are the voice of the Yakima brand. You bring the utmost care and knowledge to the problem-solving table of our Consumer Service Team in the daily operations of our hybrid work model. Energetic, positive, and eager, Yakima’s ideal CSR is excited to create exceptional experiences for our consumers and community. As a consummate problem solver, the CSR is expected to remain an empathetic and effective communicator when facing a variety of interpersonal challenges and opportunities. This helps us deliver best-in-class customers service. This role will have opportunities to work with the larger Consumer Experience Team on new ideas for improvements and growth, and thus grow professionally with the company.

WHAT’S DOES YAKIMA HAVE TO OFFER

• Our hours are designed to create a consistent 9-hour work day and mitigate long shifts. Weekends that start Friday afternoon are all yours
• We encourage our consumers and our employees to get outdoors. With 13 holidays a year plus 7 additional floating holidays along with 80 hours of vacation, start planning your adventure now! We all get sick so you’ll receive 45 hours of sick time in addition
• We build products for people to have fun so we should have fun doing it. We offer an employee discount on product along with other industry pro deals; team outings/trainings; COFAM activities
• We also have all the typical benefits! Competitive pay, bonus plan based on company performance, medical/dental/vision and a 401k with company match

OPERATIONAL & TEAM DETAILS

• This role works 6:30am – 4:30pm Monday – Thursday and 7am – 11am Friday
• Yakima currently employs 9-12 full-time CS staff, and 1-2 Warranty staff
• The CSR reports to and works collaboratively with the CS Lead, and is supported by the Consumer Services & Warranty Manager
• The Customer Service Team is part of the larger Consumer Experience Team that includes Marketing, Brand, Creative and Digital teams

YOUR TYPICAL TASKS AND DUTIES:

• Answers incoming calls, chats or tickets via email. Research and provide information such as vehicle fit, customer history data, order information, delivery issues, proof of delivery, etc.
• Provides troubleshooting and problem-solving skills to resolve consumer problems in a timely, efficient, cost effective, professional manner, and within established guidelines
• Process orders (including new, cancellation or additions to current order), warranty/PI claims, credits/returns and respond to customers' inquiries
• Builds relationships with consumers by phone, email or chat providing empathy and support
• Informs customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction
• Increase sales through suggestive selling to consumers
• Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction, referring complex customer inquiries to the appropriate individuals
• Recommends products and services appropriate to consumer needs
• Refers non-routine or major problems to other individuals, departments or higher authorities as appropriate
• Participates in clinics and staff meetings at the direction of the Consumer Services & Warranty Manager
• Provides backup coverage across customer service and warranty as necessary
• Integral in the feedback loop from consumers to key stakeholders
• Carries out in an effective manner other duties, responsibilities, and projects as may be assigned

EXPERIENCE WE’RE EXCITED FOR YOU TO HIGHLIGHT:

• AA degree from an accredited college, or equivalent experience
• 1 year of customer service experience in outdoor retail sales preferable (experience selling Yakima racks a plus)
• Excellent verbal and written, interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from customers, management and inter-department staff.
• Ability to effectively develop work systems to manage workload, work independently and efficiently, have a keen ability to prioritize and ability to identify and address needs in advance
• Ability to establish and maintain effective working relationships with internal/external employees and consumers
• Respond promptly and follows up to requests for service and assistance as needed
• Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary by using time effectively
• Must be comfortable with ambiguity and identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully while developing alternative solutions
• Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions
• Approaches others in a tactful manner, reacts well under pressure and follows through on commitments. Provides empathy and compassion.
• Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access and Outlook) and familiarity in maintaining a customer database and Internet navigation
• Able to visualize and understand geometric and spatial relationships
• Zeal, energy and passion for outdoor sporting products
• Experience working with technical products a plus
• French speaking a plus
• Experience in the outdoor industry and/or automotive preferable

Work Environment:

Work takes place in an office setting. This job may require working more than 9 hours per day and/or 40 hours a week. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position requires the ability to occasionally lift, push, and carry up to 50 lbs. frequently and up to 80 lbs. occasionally.

Yakima Products has a culture of honesty, respect and trust, and we are committed to providing an environment where equal employment opportunities are available to all applicants and employees without regard to their membership in any protected classification such as sex, race, color, creed, national origin, ancestry, religion, age, marital status, pregnancy (including childbirth, lactation and related medical conditions) genetic information (including characteristics and testing), military and veteran, disability (mental or physical), sexual orientation, gender identity, gender expression, or any other status protected under applicable local, state, or federal law. Yakima Products is committed to Equal Employment Opportunity (EEO) in all aspects of the employer-employee relationship including, but not limited to: recruitment, hiring, training, advancement and termination.

Yakima believes in doing the right thing, and is committed to enhancing our diversity, and demonstrating that commitment to our employees, customers and community. The Company promotes diversity by developing policies, programs and procedures that foster a work environment in which differences are respected and employees are treated fairly.