Gear Specialist

Customer Service / Gear Specialist – Big Agnes, Inc

Classification: Non-Exempt/Hourly

Reports to: Customer Service Manager

Summary/Objective

The Customer Service Representative serves as the voice of Big Agnes by providing product and service information and
resolving product and service problems directly with our loyal fans. This important role acts as the voice of the Big Agnes
brand, providing excellent customer service to its Customers while driving incremental business.

Essential Functions

• Connect with and delight the customer – end user, retailer, co-worker.

• Demonstrate expert knowledge of all products – past and present - to be able to communicate with customers

regarding the Big Agnes repair process from start to finish for all products; update Customer Cases with repair and
replacement resolutions.

• Resolve product or service opportunities by clarifying the customer's concerns; determining the cause of the issue;

selecting and explaining the best solution to solve the problem; following up to ensure full resolution.

• Attract potential customers by answering product and service questions; drive incremental sales by suggesting

information about other products and services.

• Work as contributing team member to support over 10k consumer accounts; train new teammates.

• Process ERP/CRM transactions to record customer master files, customer cases, sales orders, invoices, returns, credit

memos, customer inquiries.

• Manage sales orders and customer cases efficiently by running daily searches to maximize customer service and

increase Direct to Consumer Sales Revenue

• Prepare product or service reports by collecting and analyzing customer information and transactions.

• Contribute to Process Improvement and documentation standards by recommending improvements in products,

packaging, shipping, service, or billing methods and procedures in order to prevent future problems.

• Collaborate with CS Manager to expand and refresh the internal and external knowledge base tools

• Travel to support Trade shows, Dealer Events, and Brand-building events as requested

Qualifications

• Bachelor’s degree desired

• 3 years Customer Service in the Outdoor Industry

• 2 years Case management, order management, and revenue awareness, ERP/CRM experience

• Ability to collaborate and support team goals

• Excellent written and verbal communication skills

• Development of strong and efficient user knowledge in NetSuite, Microsoft Outlook, Microsoft Excel, Microsoft

WORD, Fedex Shipping Manager, Google docs, outdoor industry brand sites including www.bigagnes.com

Physical Requirements

• Ability to lift 50 pounds

• Ability to sit for long periods of time (90% day)

• Ability to maintain a good sense of humor and calm under pressure
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or

responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time

with or without notice.

Gear Specialist/Customer Service 2020