Consumer Service Rep

Customer Service Representative

Based in the Pacific NW, Yakima Products Inc. has been a pioneer of cargo and gear management solutions since 1979. We connect you, your family, friends and all of your favorite gear through our mission of enhancing the journey and earning trust every day. We want to bring our employees and consumers closer to nature with our innovative, rugged and dependable products.

We take our work seriously without taking ourselves too seriously. It's not uncommon to see folks gathering for their daily lunch rides, or collaborating with teammates around the kegerator (yes, we have one of those). We believe in taking it easy, and when things get warm you might just see shorts and T-shirts, crocs, sandals, painted toes or whatever you feel comfortable wearing.

Oh, and don't be alarmed if you happen to see Sasquatch.

At its core, our Customer Service Rep role is rooted in building relationships. The Customer Service Rep is a vital role to the business as you are the voice of the Yakima brand. You bring the utmost care and knowledge to the problem-solving table of our Consumer Service Team in the daily operations of our hybrid work model. Energetic, positive, and eager, Yakima's ideal CSR is excited to create exceptional experiences for our consumers and community.

As a consummate problem solver, the CSR is expected to remain an empathetic and effective communicator when facing a variety of interpersonal challenges and opportunities. This helps us deliver best-in-class customer service. This role will have opportunities to work with the larger Consumer Experience Team on new ideas for improvements and growth and thus grow professionally with the company.

What Does Yakima Have To Offer

• Hybrid work schedule: 3 days required in office Monday through Wednesday;
  Thursday and Friday are optional remote.
• We encourage our consumers and our employees to get outdoors. With 15 holidays a year plus 7 additional floating holidays, along with 80 hours of vacation, start planning your adventure now! We all get sick, so you'll receive 40 hours of sick time in addition.
• We build products for people to have fun so we should have fun doing it. We offer an employee discount on products along with other industry pro deals; team outings/trainings; COFAM activities.
• We also have all the typical benefits! Competitive pay, bonus plan based on company performance, medical/dental/vision and a 401k with company match.

Operational & Team Details

• The CSR reports to and works collaboratively with the CS Lead, and is supported by the Consumer Services & Warranty Manager
• The Customer Service Team is part of the larger Consumer Experience Team that includes Marketing, Brand, Creative and Digital teams

Your Typical Tasks And Duties:

• Answers incoming calls, chats or tickets via email. Research and provide information such as vehicle fit, customer history data, order information, delivery issues, proof of delivery, etc.
• Provides troubleshooting and problem-solving skills to resolve consumer problems in a timely, efficient, cost effective, professional manner, and within established guidelines
• Process orders (including new, cancellation or additions to current order), warranty/PI claims, credits/returns and respond to customers' inquiries
• Builds relationships with consumers by phone, email or chat providing empathy and support
• Informs customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction
• Increase sales through suggestive selling to consumers
• Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction, referring complex customer inquiries to the…