Pro Sales & Customer Experience Specialist

Great opportunity to join our team as Customer Service and Pro Sales Representative!

This role is based at our Equip office in Louisville, Colorado and forms part of the team responsible for Customer Experience.

You will be directly responsible for supporting customers and pros via email and phone in a professional and timely manner, processing web orders/returns, managing third-party pro accounts and assisting with the Rab Pro Program.

• Respond to customer emails and calls, providing accurate and timely answers to their product questions, comments or concerns based on their needs, trips, and environment
• Engage with customers and pros to truly understand their needs
• Provide answers to technical product questions and assist consumers with product selection
• Answer customer and other phone calls during assigned phone shifts
• Troubleshoot shipping issues and order related problems
• Processing web order returns and managing the online returns portal
• Manage third-party pro sales accounts including:
  • Daily order processing, returns, and resolving order issues
  • Seasonal product range changeovers
  • Reporting monthly sales and KPI metrics
  • Strategizing promos, product reviews and other opportunities to grow YoY sales
  • Reviewing vendor agreements
  • Exploring process and technology improvements to streamline daily tasks
• Assist in the development and execution of the Rab Pro sales program including:
  • Approve/deny pro applications for both US and Canada
  • Contact applicants for additional credentials as needed
  • Assist with planning seasonal and monthly promos in the US and other regions
  • Explore opportunities to increase membership in the US and other regions
• Create and manage discount codes for reps, events, and office use
• Communicate with other employees to ensure the timely resolution of issues
• Develop a strong understanding of Rab & Lowe Alpine products, policies and services
• Assist with Warranty and Rab Wash operations