Customer Service Representative

Customer Service Representative- North America

FLSA Status: Hourly, Non-Exempt

Type of Position: Full-Time

Office Location: Rock Hill, South Carolina

Hours: 7:00 AM – 4:00 PM EST, Monday - Friday with occasional required overtime

Reports to: Operations Director, North America

Pay Range: $17 - $20 per hour

Job Summary:

Do you love the outdoors and enjoy being a part of what goes on behind the scenes at your favorite outdoor and country apparel brands? Are you a go-getter who wants to be part of a fast-paced, fun-loving team of outdoor enthusiasts? Do you enjoy working with customers and problem solving? If you answered YES to any of these questions, we are looking for you!

At Le Chameau, we work with only the best, most-exciting brands in outdoor and country apparel and footwear. Founded in 1927, we are proud of our traditions in creating premium products. We are seeking dynamic team players to join our North American team.

The Customer Service Representative will be the primary point-of-contact for our US and Canadian customers and sales representatives. We are seeking a candidate who is adept at building and developing relationships with retailers and consumers alike and can work both independently and within an established team.

This position will be responsible for the accuracy and maintenance of all order-to-cash workflows, supporting the team to deliver the best possible Customer Service and maintain the highest brand image.

Job Responsibilities:

• Build and maintain strong, working relationships with consumers, retailers, independent sales representatives, and warehouse contacts.
• Demonstrate excellent phone etiquette and professionalism in all customer interactions.
• Provide exceptional Customer Service by promptly and courteously responding to customer inquiries and resolving issues.
• Be knowledgeable regarding our product range and services to assist retailer and consumer inquiries.
• Upsell products or services to customers based on their needs and preferences.
• Communicate effectively with customers through various channels, including phone, email, and chat.
• Conduct outbound calls to follow up with customers or provide updates on their inquiries or orders.
• Maintain an active presence in the phone queue during business hours.
• Perform accurate data entry and maintain customer records in the system.
• Ensure timely and accurate input of customer orders.
• Present available special offers or re-order opportunities to customers.
• Address customers logistical needs including shipment tracking, on-time delivery, shipment delays, lost shipments, returns.
• Analyze customer feedback and provide suggestions for improving products or services.
• Process customer payments.
• Assist with packing and shipping of sales samples.
• Attend seasonal, local tradeshows. Assists with setup and breakdown of the tradeshow booth.
• Meet, greet, and attend to the general needs of tradeshow attendees that approach our booth.
• Lift boxes from floor and shelves and transport them to the local shipping facility.
• Support our drive to have the best possible Customer Service and highest brand image.
• Perform other related duties as assigned.

Job Qualifications/Skills:

• Familiarity with phone etiquette and the ability to maintain a positive and professional demeanor.
• Excellent verbal and written communication skills.
• Proficient in the use of email, word processing and spreadsheets.
• Proficient in data entry and navigating computer systems.
• Able to type 40 wpm.
• Exemplary problem-solving and de-escalation abilities.
• Proud of your attention to detail and accuracy.
• Ability to multi-task and manage time effectively.

Supervisory Responsibilities:

None

Travel:

• Attend seasonal meetings in the USA.

Experience:

• High school diploma or equivalent; college degree preferred.
• 2+ years’ experience working in a Customer Service oriented environment.

Working Environment and Physical Demands:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

This position requires lifting items of up to 40 pounds.

Also requires prolonged periods sitting at a desk and working on a computer.

Noise level is standard of an office role.

Please note that this job description is not exhaustive and can be amended at the discretion of senior management with changes being communicated to you in a timely manner.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Work Location: Hybrid remote in Rock Hill, SC 29730