Warranty Service Rep

Sea to Summit is an award-winning Australian brand in the outdoor industry. We design, manufacture, and distribute innovative, meticulously engineered outdoor equipment for adventures at every altitude.

Sea to Summit was established in 1990. As an expanding global brand, we currently have offices in Sydney, Perth, North America, Germany, and China.

We are a motivated group of experienced, creative, and forward-thinking professionals. We are connected by our shared passion to create frictionless gear so you can enjoy limitless adventures.

Do you have a natural knack for engaging with people and consider yourself a “gear junkie”? Sea to Summit is seeking someone stellar to join our team in Broomfield, Colorado as the Warranty Service Rep.  This position is the first point of personal contact that Sea to Summit’s customers will have for product and warranty questions. The person in this role will be primarily responsible for engaging with consumers and retail partners via our customer service platform and phone in a professional and timely manner. This position will also be responsible for performing product repairs, assisting with quality assurance projects, and preparing quarterly and yearly warranty reports.  The ideal candidate has an affinity for working one-on-one with consumers and their product and warranty needs. They also have a passion for technical product knowledge and enjoy sharing their expertise with the goal of ensuring that consumers are genuinely satisfied (or ideally blown away) with their Sea to Summit experience.

Tasks and Responsibilities:           

• Respond to inbound inquiries and calls, providing accurate and timely response to their warranty, return, repair, and spare parts requests
• Maintain a professional and courteous relationship with consumers to engage them and to truly understand their product needs
• Handle assigned incoming consumer warranty, spare parts, and returns requests
• Learn and develop mastery on in-house product warranty repairs and help Sea to Summit stand by our ethos of minimizing our environmental impact
• Prepare, develop, and maintain clear reporting on product warranties 
• Manage all aspects of product returns including issuing of R.A.s, receiving and examining returns, logging the warranty details, and issuing credits or replacements as deemed appropriate
• Communicate frequently with internal departments for timely resolution of issues so the service expectations of the consumer are met or exceeded
• Develop a comprehensive understanding of all Sea to Summit products
• Answer general incoming phone calls and transfer to the appropriate team member
• Conduct QC audits when necessary and document findings
• Interface with Australian counterparts for information about rolling changes to products and to align on proper ticket tagging and organization
• Maintain and update templated responses to be used in response to frequently asked consumer questions
• Interface with warehouse shipping and returns department to coordinate seamless handoff of incoming/outgoing warranty orders
• Assist with data entry and general customer service functions as needed
• Partner with warehouse staff on spare parts and warranty order fulfillment
• Assist with other duties as assigned

Qualifications:

• Two years of experience in a customer facing role preferred
• Experience in a consumer warranty relations role or specialty outdoor retail sales is highly preferred
• Excellent written and verbal communication skills
• Exceptional active listening and organizational skills
• Have experience writing concise and engaging emails
• Comfortable and professional when speaking with consumers on the phone
• Have a friendly and positive attitude
• Aptitude for learning and understanding technical product information
• Strong understanding of technical aspects of outdoor equipment and technical product knowledge
• Possess strong critical thinking skills and be highly detail oriented
• Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
• Experience with data entry in an order management system - SAP ERP or CRM is a plus
• Self-motivated and takes initiative
• Flexible and adaptable when facing changing priorities in a fast-paced environment
• Ability to solve problems and bring new ideas to the team

This is a full-time office-based position, 8:30 AM - 5:00 PM Monday through Friday; located in Broomfield, Colorado. This position comes with a comprehensive benefits package which includes health insurance (medical, dental, vision), retirement match, EAPs, paid time off, community service leave, paid holidays, wellness stipend, gear allowance, and some other great perks. This position starts between $22.00 - $24.00 per hour depending on previous experience.  

Sea to Summit is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job.