Customer Service Representative

ABOUT FILSON AND SHINOLA

In 1897 C.C. Filson began outfitting prospectors headed for the Gold Rush with tools and apparel strong enough for the toughest spots on earth. More than 100 years later, Filson remains committed to providing pioneers of all fields around the world with unfailing goods made from the highest quality materials available. Filson recognizes that it takes a world-class team to make a world-class product. As we build on the Filson legacy of American craftsmanship, we are looking for individuals who share our dedication to innovation, excellence, and superior customer service.

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well loved.  Our thoughtful craftsmanship, timeless design and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own!  Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.  

ABOUT THE ROLE

We are looking for a customer service representative to join our customer service team. We are looking for someone that loves our products and loves providing exceptional customer service as our customer satisfaction is one of Filson’s founding values. The ideal candidate can work fast and likes being part of a team, willing to roll up your sleeves and pitch in when needed to enhance the customer service experience. In this role you will be focused on handling inbound customer contacts and process all customer related requests; identifying issues and resolving them to customers satisfaction. You will enter customer orders, catalog requests and other information into computer systems.

 YOUR RESPONSIBILITIES

• Be available to answer inbound telephone calls from customers and other external contacts.
• Handle inbound contacts via telephone, e-mail, mail or downloaded from the internet and process associated work.
• Process customer orders, catalog requests and all other customer service inquiries as requested by internal and external contacts.
• Handle customer service-related projects and/or tasks as assigned by supervisors, which include:

• • Billing
  • Returns processing
  • Order and invoice proofing
  • Order cancellations and refunds
  • Credit card processing
  • Web order processing
  • Customer correspondence
  • Custom order coordination
  • General office duties

• Participate in ongoing training, process improvement discussions and meetings as requested by supervisors.
• Provide coaching and support to peers as requested by supervisors.
• Other duties will be assigned as needed.

QUALIFICATIONS

• High school diploma and some college education or equivalent work experience.
• Experience in a customer service environment preferred.
• Experience working on computers; preference for those with Windows experience.
• Skills in problem-solving, written and verbal communication.
• Fluency in writing and speaking the English language.
• Strong communications skills

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met of any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform those essential functions.

While performing the duties of this job, the employee is required to:

• Regularly sit and stand
• Use hands, fingers, and arms to use computers and other office equipment
• Use hands, fingers, and arms to lift, squeeze, pinch, grab products/items/supplies
• Reach up, across, or down to retrieve products and supplies
• See, talk, and hear
• Occasionally required to move or lift up to 20 pounds

Note: This job description is not meant to be all-inclusive.  Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination.  It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.  Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.