Consumer Services Representative, Consumer Warranty/E-Commerce

Vista Outdoor

Vista Outdoor

Rantoul, IL, USA
Posted on Thursday, June 20, 2024


Thank you for your interest in our job openings. Please be aware that our system will undergo maintenance from June 18th to 21st. Take this opportunity to enjoy the outdoors and revisit our careers page on June 24 to apply for our exciting positions!

Job Description

Revelyst, the future standalone Outdoor Products company at Vista Outdoor is a collective of makers who design and manufacture performance gear and precision technologies. Our category-defining brands leverage meticulous craftsmanship and cross-collaboration to pursue innovation and redefine what is humanly possible in the outdoors.

We are seeking a Consumer Services Representative, Consumer Warranty/E-Commerce to join our Adventure Sports platform which consists of Fox Racing, Bell Helmets, Giro Sport Design, CamelBak, QuietKat Electric Bikes, Blackburn and more. In this position you will be responsible for addressing all consumer inquiries and complaints with the highest degree of professionalism and product knowledge. This position is extremely Consumer-focused and requires a positive individual who can give our Consumers confidence in our products, people, and processes.

This position reports to the E-Commerce Customer Support Manager and is based out of our Rantoul, IL location.

As the Consumer Services Representative, you will have an opportunity to:

  • Monitor and evaluate warranty inquiries via all touchpoints we have with our consumers (phone, email, web) and assess problems relative to normal failure rates and usual life span through the lens of our Got Your Bak Promise to our consumers.

  • Plan and manage sufficient inventories of warranty-related materials. Maintain knowledge of tools to understand inventory levels and manage expectations of incoming product/part needs and timing.

  • Monitor and evaluate consumer e-commerce ordering issues and needs through to resolution.

  • Manage customer orders transmitted via many system tools with 100% accuracy and completion.

  • Ensure consumer requests are responded to within 24 hours.

  • Maintain a database on warranty issues.

  • Promote CamelBak products with retailers and consumers.

  • Maintain thorough knowledge of the product line.

  • Partner with other departments within CamelBak to ensure excellent customer service.

  • Perform other duties as assigned.

  • Answers consumer inquiries by clarifying desired information, researching, and providing information. Communicate with consumers through a variety of means—by telephone; e-mail and Live Chat.

  • Resolves issues by clarifying problems, proactively exploring answers and alternative solutions, and implementing the best solution. In handling consumers’ complaints, they must attempt to resolve the situation according to guidelines established by the company.

  • Data Entry of consumer call information into a database and generate mailing labels as needed.

  • Order Entry of consumer replacement orders and accident replacement orders, and monitoring of same to ensure timely shipments.

  • Process parts orders generated from phone calls and occasionally emails.

  • Assist with RA requests or mis-shipment requests. Processing time is expected to be within 24-48 hours of receipt of the request. Requests come in via phone and email.

  • Perform daily office functions in the Consumer Service office, including phone calls, filing, copying, correspondence, and email.

  • Process any paperwork and maintain records associated with the above tasks, including reference and technical materials.

  • Assist the Consumer Service Supervisor with special projects or as needed.

  • Perform other Consumer service-related jobs as directed.

  • Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel, and promotional items.

  • Transfers call to appropriate personnel when applicable.

You have:

  • High school degree or equivalent required.

  • Minimum one to five (1-5) years of Consumer Service, help desk, or call center experience desired.

  • Computer literate, proficient in the use of Microsoft Office products, and the ability to properly construct business-related emails. A computer aptitude test will be administered as part of the interview process.

  • SAP and Oracle experience desirable.

  • Basic knowledge of sporting and adventure goods and the associated equipment used with each individual sport is desirable.

  • Courteous and professional phone etiquette with the ability to spend extended periods interfacing with consumers on the phone.

  • Excellent Consumer relations skills.

  • Excellent attendance.

  • Excellent verbal and written skills including strong grammatical/spelling abilities. Strong telephone and communication skills are essential.

  • Ability to multi-task and manage multiple priorities. Strong organizational skills.

  • Excellent intuitive, analytical, and problem-solving skills are required.

  • Strong computer navigation skills in a Windows environment.

  • Excel, Data entry, customer service, sales.

Pay Range:

$14.90 - $21.06

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled