Warranty & Customer Service Specialist

The Oberalp Group is a management driven family business - a house of brands that creates high quality technical mountaineering products. We have 6 own brands Salewa, Dynafit, Pomoca, Wild Country, Evolv and LaMunt. As an exclusive partner of other brands in the sports sector we offer our entire know how in communication, sales and image building.
We are a team of more than 1000 employees in 11 countries worldwide – a group of adventurers and dreamers, mountaineers, looking for their next peak.

The Warranty and Customer Service Specialist provides exceptional customer service and support to our wholesale dealers and consumers while assisting the Customer Service team with daily customer service activities.
This position serves as an important point of contact for customers, providing timely, knowledgeable, and solutions-focused support through Zendesk, email, phone, and in-person interactions.
In addition to general customer service responsibilities, the position manages warranty requests and product returns, including receiving and assessing products, coordinating repairs or replacements, processing warranty claims, and communicating with customers throughout the process.
The Specialist works to ensure a positive customer experience while resolving questions and issues efficiently and in alignment with company policies.
This position works closely with Customer Service, Warehouse, Sales, Operations, Accounting, and other departments across the business to resolve customer needs, coordinate processes, and provide a seamless customer experience.
The Warranty and Customer Service Specialist will report to our Customer Service Manager.

• Provide exceptional warranty and customer service to dealers and consumers in collaboration with our customer service team, Customer Service Manager, and Dealer Service team
• Receive, evaluate, repair or replace, and process warranty returns in a quality and timely manner
• Communicate with warranty customers and retailers by Zen Desk, phone, email, and in person in a positive, professional, timely, and satisfactory manner
• Ship and process warranty parts orders accurately and on time
• Assist with tracking and reporting warranty trends and replacement part needs
• Serve as a technically capable contributor in any product retrofit or inspection projects. This may entail independent travel to our warehouse on a project basis
• Serve as an internal technical resource for our customer service and sales teams
• Maintain an organized and clean warranty area
• Suggest ideas for and implement process and capability improvements within our warranty department
• Minimize warranty costs while providing a high level of service
• Build our winter and summer demo fleet of test products. Order the product, mount (as needed), mark, and prepare the product for test use. Maintain the fleet in top condition over time. Assist with the shipment and return of demo products to sales reps, dealers, media, and other key users

• Provide excellent customer service to consumers
• Answer a high volume of Zen Desk tickets, emails, and phone calls in a positive, professional, and timely manner
• Answer questions about our products, brands, and company
• Process consumer and pro purchase orders and returns in the ERP system accurately and efficiently
• Release orders to the warehouse for shipment in a timely and accurate manner
• Communicate with the relevant parties (such as Accounting, Ecommerce team, warehouse) to resolve any issues on consumer orders and returns. Address and resolve any questions or issues involving the correct people in the organization as needed
  Assist with various customer service responsibilities as requested (pro purchase program support, shipping packages, etc.)
• Proactively resolve problems for customers

• Execute on any projects or tasks that may be assigned
• Attend and assist at trade shows, sales meetings, sample sales, and other retail and consumer events as needed
• Learn, present, and be a technical expert about the Dynafit, Salewa, Pomoca, Wild Country, and Evolv brands and products. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work
• Demonstrate proficiency with our computer systems and software, including our ERP system (Microsoft Navision)
• Regularly and frequently communicate with customers, sales representatives, sales management, accounting, warehouse, and other operational…