Customer Experience Specialist at Hyperlite Mountain Gear
WHO WE'RE HIRING:
Love the outdoors? Are you an avid ultralight hiker, camper, or backpacker? Hyperlite Mountain Gear builds the world’s best ultralight backcountry packs, tents, and accessories, and we’re looking for passionate outdoor enthusiasts to be the front line of communication with our customers. Deep knowledge of ultralight backcountry and multi-day hiking and camping is essential. Experience and expertise with the full Hyperlite product line is a huge plus.
Our gear has been in unmapped chimneys deep in the Grand Canyon to the peaks of Mt Everest and K2, to the most famous thru hike trails in the world. From adventure racing to solo expeditions across Iceland, Hyperlite is trusted by the adventurers who depend on their equipment for success, safety, and survival. So if you’re looking for a path into the outdoor industry, and want to be a part of the brand that’s transforming the way people explore the backcountry, send us your resume!
This is a multi-faceted role and the ideal candidate has retail sales and customer service experience within the outdoor industry, is focused, organized, an effective communicator, and capable of managing multiple projects in a fast-paced small business environment. Most importantly, we want someone who has a passion for best-in-class service, and the backcountry and product knowledge that provides transformative experiences for our customers. This is a full-time position located in our Biddeford, Maine office.
Responsibilities include, but are not limited to:
- Acts as first contact point for all customer inquiries via e-mail, phone and online chat
- Educate and inform customers with accurate and thorough information regarding products, services and company policies when responding to inquiries
- Work closely with R&D, Marketing, and Production teams on communicating customer inquiries, feedback and issues
- Manage process for all customer returns and exchanges by processing requests in a timely manner
- Other Customer Service and Sales duties as assigned
- Maintain a positive and friendly attitude when interacting with all customers, co-workers, and vendors
- Coordinate special customer needs with Shipping and Production departments
Qualifications:
- Bachelor’s Degree and/or related and relevant work experience
- Outdoor Industry experience a plus
- Deep knowledge of ultralight hiking, camping, and backcountry skills
- Familiarity, and ideally experience, with Hyperlite Mountain Gear product
Position Requirements:
- An in-depth knowledge of Hyperlite Mountain Gear products, mission, and vision
- An unquenchable desire to surprise and delight customers
- Passion for wilderness, backcountry, thru-hiking, and ultralight gear
- Clear, concise, and compelling communication style
- Tech savvy and quick to learn new CS and consumer direct platforms including experience with Shopify and Zendesk
- Proficiency with Microsoft Office Suite and the Google suite of software
- Anticipates & responds to needs of customers and acts proactively
- Collaborative team player
- Ready to share perspectives and follow directions
- Organized - thorough, efficiently has answers for customers
- Efficient - closes issues cleanly, improves processes as needed
- Enjoys continuous learning and improvement
- Ability to complete tasks in a professional and timely manner
Benefits include:
- Substantial discount on everything we sell
- Discounts with other outdoor gear brands
- Paid holidays, PTO, and Vacation
- Health, vision, and dental insurance, available the first of the month after 60 days of employment. Company participated.
- Free parking in downtown Biddeford
Equal Opportunity
We created Hyperlite Mountain Gear with a commitment to providing jobs and career paths in Maine. It is our policy to consider all applicants for employment on the basis of his or her qualifications for the job without regard to age, sex, race, religious creed, color, marital status, disability, veteran status, sexual preference, national origin, or citizenship. We actively pursue this policy in all aspects of employment including hiring, promotion, transfer, termination, recruitment, rates of pay, and selection for training, and general treatment during employment. We do reserve the right to refuse to hire or continue the employment of undocumented workers. Being an equal employment opportunity employer is not only a legal principle; it is a moral commitment as well.