Customer Service Representative; HH

Customer Service Representative

Helly Hansen is seeking a Customer Service Representative who shares our passion for helping customers and inspiring outdoor experiences. Born by the sea and raised by the mountains, we connect every day with outdoor enthusiasts whose stories fuel our work. We are committed to creating high-performance products that help people feel alive—whether on the mountain or  customers are at the center of every decision, supported by strong teamwork and a genuine passion for what we do.

Our Customer Service Representatives deliver best-in-class experiences by building meaningful connections, sharing an enthusiasm for the outdoors, and providing thoughtful solutions to customer inquiries. We are looking for a like-minded individual who is committed to delivering exceptional service.

Key Accountabilities

• Provide exceptional service that strengthens existing business and supports new business. Ensure customer needs are met from the initial order through delivery and final resolution.
• Respond promptly and efficiently to order-related questions and concerns, including product quality, delivery, availability, and warranty issues.
• Maintain polite, professional, and company-aligned verbal and written communication at all times.
• Process and monitor orders efficiently and in accordance with Helly Hansen best practices across email, phone, and chat channels.
• Share customer feedback with brand and business teams to support product development and brand growth.
• Develop strong product knowledge to provide accurate information and respond to technical inquiries.
• Assist customers with claims and process them efficiently toward a positive outcome.
• Perform other essential or equivalent duties as requested by the manager.
• Demonstrate flexibility and contribute as an effective member of the Customer Care team.
• Represent Helly Hansen as a brand ambassador both at work and in the broader community.

Job Types:

Permanent, Full-time

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Job Duties:

• Answer incoming customer inquiries (phone, live chat, email)
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Record and modify customer information within the database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Requirements

Education, Knowledge, and Skills

• A well-rounded education is valued; more importantly, candidates should demonstrate a desire to learn, grow, and build strong team relationships.
• Strong verbal and written communication skills, with the ability to communicate effectively with customers and all levels of management.
• A tactful, courteous, and collaborative approach, with the ability to motivate others.
• The ability to learn quickly and adapt to changing situations and processes.
• Strong organization and time-management skills, including the ability to meet deadlines, prioritize, multitask, and work effectively during busy periods.
• The ability to work effectively both independently and as part of a team.
• An enthusiastic, confident, and team-oriented mindset with a can-do attitude.
• Experience with Salesforce and/or Magento is an asset.

Leadership Competencies Expected for this Role:

Foundational Leader

Global Agility – Be open and adapt quickly when things change

Purposeful Integrity – Do the right thing, even when no one is watching

Strategic Foresight – Think ahead and plan for what's coming

Customer Centric Innovation – Find better ways to serve our customers

Urgency for Impact – Act fast and get results that matter

Bold Accountability – Take ownership of your work and results

Empowered…