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POSITION RELATIONSHIPS: 

 

Reports to: Dealer Service Manager

Directly Supervises: Customer Service

No Direct Reports

Key Internal Customers: N.A. E-Commerce, Dealer Services Team, Logistics, Managing Director, Finance, Warehouse Team

Key External Customers: All end consumers in North America

 

POSITION SUMMARY: 

 

The Direct to Consumer Dealer Service Representative is a key position in providing best in class service to POC’s end consumers. Responsibilities include managing sales, inquiries, and requests for all end consumers residing in North America, possess an exceptional amount of knowledge for POC’s product to suggest the correct product for specific customer needs, building strong relationships with this channel and continually seek improvements to service and the website. The Direct to Consumer Rep will work closely with the Dealer Service Manager to ensure the highest level of service is provided to every POC customer. In addition to maintaining strong relationships with consumers, this inside service rep must have a sense of team spirit to support the Dealer Service team and the Organization in achieving tasks and goals. This person serves as an ambassador to the brand inside and out of the office and is expected to confidently speak on POC’s safety mission, the products we build and an in-depth understanding of all product to guide end consumers into the correct product for their sport.

 

This position is located in Park City, Utah.

 

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
  • Management of all North American E-commerce sales
  • Authorize returns and process warranty requests for E-commerce accounts and direct consumers
  • 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
  • Mange all customer inquiries coming into POC’s Info E-mail box
  • Participates as part of the North American Dealer Service Team, driving positive collaboration across E-commerce and wholesale service and support
  • Work with Dealer Service Manager and E-Commerce Team 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

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
  • Able to multi-task and withstand pressure in a fast-paced environment
  • Attention 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.