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Customer Service

Customer Service

Company Background

POC is a leading manufacturer of helmets, eyewear, body armor, apparel, and accessories in snow sports and cycling. Our mission is to ‘Protect lives and reduce the consequences of accidents for athletes and anyone inspired to be one.’ We are driven by a crystal-clear vision to provide optimized personal protection and safety through developing products of unquestionable quality and relevance

POSITION SUMMARY: 

Anyone interested in joining POC’s Customer Service Team should be an enthusiast of the outdoors and the sports we build products for. To be a great member of the team, you should foster a natural desire to help others and contribute to improvements across the business. The Customer Service team works cross-functionally with other departments to ensure all internal processes are performed correctly while also supporting our customers. Team members support company initiatives for the continued improvement of the business along with developing their personal and professional skill sets. When joining the Customer Service team, you will be expected to provide best-in-class service to POC’s Retailers, e-tail partners, or end consumers through caring and timely service. Daily responsibilities include but are not limited to: an acquired and in-depth knowledge of POC products and our technologies, building relationships with customers through answering customer inquiries, manage all sales orders, return orders, and warranties for the North American entity. All POC employees serve as ambassadors to the Brand in and outside of the office.

This position is onsite located at our North American Headquarter office in Park City, Utah.

POSITION RELATIONSHIPS: 

Reports to: Customer Service Manager & Team Leads

Directly Supervises: None

Key Internal Customers: Customer Experience Team Lead, Dealer Service Team Lead, the greater Customer Service Team, Digital Team, Logistics, Sales, and Finance

Key External Customers: All end consumers in North America, POC Retail, and E-tail partners

RESPONSIBILITIES: 

 

  • Provide best in class service to North American end consumers through consistent perfect order processing, proactive outbound communication, product knowledge, diligent and timely follow up
  • Must have a positive outlook and the ability to resolve conflict leaving both parties satisfied with the outcome
  • Oversee North American order book
  • Authorize returns and process warranty requests
  • Consistent execution of accurate order processing, on time delivery and proactive communication of order status to customers
  • Manage North American Social Media customer care
  • Develop strong relationships with all end consumers and wholesale accounts
  • Answer inbound phone calls and emails from end consumers while providing prompt and efficient responses
  • Provide high quality and diligent follow-up to all customer inquiries
  • Participates as part of the North American Dealer Service Team, driving positive collaboration across E-commerce and wholesale service and support
  • Work with Customer Service Manager and Team Leads to improve all aspects of the business
  • Note: This employee may be requested to follow other job-related instructions and to perform other job-related duties, subject to all applicable state and federal laws.

 

QUALIFICATIONS: 

Education

Bachelor's degree or relevant experience

Work Experience

Minimum of 2-4 years in customer service or account management with the ability to drive incredible customer service

Skills and General Experience

  • Service oriented mindset, highly organized, problem solver, efficient, proactive, energetic
  • Strong communication skills (verbal, visual and written) with quick and efficient response time to inquiries
  • Experience with ERP systems, Microsoft Dynamics AX preferred
  • Ability to multi-task and withstand pressure in a fast-paced environment
  • Attentive to detail
  • A professional and positive attitude

Benefits

  • 100% employer paid health care, dental and other insurance for the employee
  • 401 (k) match up to 4% of annual salary
  • Paid vacation, sick and wellness time in addition to 15 paid holidays
  • Paid gym membership
  • Over $2,000.00 retail value of “Test Gear” provided per year
  • Additional product discount in addition to Test Gear for you and your family
  • Friday Fika
  • Powder Policy
  • Company sponsored community service opportunities
  • Planned team bonding events
  • Environmental incentive


If interested, please email USA_HumanResources@pocsports.com with your resume and cover letter.

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