Dealer Services Representative

Location:

Seattle, Washington

Department:
Customer Service

The Dealer Services Representative is responsible for providing excellent customer service, order and return support to our authorized dealers for all brands in the EOC portfolio: K2, Ride, Line, BCA, Atlas, Tubbs, Madshus, Marker, Dalbello and Volkl. This includes establishing and maintaining great relationships with dealers, independent sales representatives, and internal customers.

• Respond to all dealer and sales rep communications via email and phone in a friendly, clear, and timely manner.
• Manage sales orders in assigned territories, ensuring accuracy of price and terms as well as ship dates and delivery address to assure on time, accurate delivery by requested ship date.
• Communicate status of orders to dealers, outside sales reps and inside sales management.
• Support wholesale customers through placing new orders, revising existing orders, processing returns and providing order confirmation updates all with a focus on timely and accurate communications.
• Ensure communication flows smoothly between dealer accounts, Credit, IT, Warehouse, and Sales management; troubleshoot and elevate any issues to appropriate parties as needed.
• In coordination with the credit team, cleanly process Credit Card authorizations and release prepay/cash in advance orders on time to requested ship dates.
• Work closely with Credit department on any customer reconciliation issues.
• Support all dealer claims in a timely manner, including delivery issues, mis-ships, and pricing errors.
• Maintain seasonal files of all customers submitted POs to support annual audit process.
• Process Warranty Claims and requests for Return Authorizations (issue RMA#s) in compliance with K2 warranty and return policies.
• Assist with entry and release of internal Sales and Marketing No Charge Order requests.
• Understand technical and non-technical aspects of multiple product lines, including marketing programs, spare parts available for use/purchase and best use practices.
• Accountable for understanding and following standard operating procedures for order and return management.
• Maintain product knowledge through clinics, sales meetings, trade shows, and industry publications.
• Communicate extensively with supervisor regarding workload and issues as they arise.
• May be asked to train new hires.
• Other duties as assigned.

• 1-2 years customer service experience (retail, online and/or call center).
• Advanced skills in MS Windows applications, particularly Excel, Word.
• Ability to work well in a team environment and cross‑functionally.
• Detail oriented, conscientious, and self‑motivated.
• Excellent follow through and persistence.
• Ability to prioritize, multitask and elevate when needed.
• Initiative to improve processes.
• Genuine interest and understanding of K2 products and sports we service.
• Ability to work overtime and/or an adjusted schedule during peak season.

• Bachelor’s Degree or related experience.
• Experience with ERP systems.

• Ability to sit for long periods of time.
• Ability to enter data for long periods of time.
• Ability to sit in front of computer for long periods of time.
• Ability to speak and hear.
• May be required to lift 5-30 pounds occasionally.

The Pay range for this role is $23-$25 hourly.

K2-MDV Sports is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. View the EEO is the Law poster here http://www
1.eeoc.gov/employers/upload/