Customer Service Coordinator (CSC)

Posted by SCARPA North America, Inc.. on 03/18/2024

Job Basics

Industry Sector: Outdoor, Snow

Job Categories: Customer Service, Sales - Company Rep & Support

Company Type: HardGoods/Equipment

State: CO

City: Boulder

Country: United States

Required Experience: 3 - 5 years

Job Type: Full Time

Salary: $23-26/hr. ($47,840 - $54,080yr)

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements

Job Title: Customer Service Coordinator (CSC)  

Department: Sales Department

Job Location: Boulder, CO

Reports To: Direct Sales Manager (DSM)

Supervises: Customer Service Representatives

Status: Full-time, Non-exempt

Compensation: $23-26/hr. ($47,840 - $54,080) 

SCARPA North America supports an inclusive culture based on respect, equity, and diversity. Through open communication,  collaboration, mentoring, and the freedom to think creatively, we strive to create a work environment where our colleagues can grow, contribute, participate and be themselves while working together as a team to reach the full potential of individuals and the company. 

GENERAL PURPOSE OF JOB: The SCARPA North America (SNA) Customer Service Coordinator (CSC) is responsible for the coordination and day-to-day operations of the Customer Service department, and the supervision of the Direct-to-Consumer (DTC) customer service team. General tasks include but are not limited to customer communications, B2C and Professional group order processing, process workflow analysis, and consumer experience quality assurance monitoring. The CSC works closely with the Direct Sales Manager (DSM) to achieve best in class customer service and maximize customer focused operational efficiency. The CSC is a customer service specialist focused on direct sales customers, accounts, initiatives, and operating procedures.

ESSENTIAL DUTIES and RESPONSIBILITIES: 

• Understanding of the strategy, tactics and best practices of top level, consumer centric customer service operations
• Lead Customer Service team in executing customer service operations with training support, workflows, operating procedures, and schedules. 
• Process daily Ecommerce sales orders and ensure that all B2C orders are processed in a timely and accurate process by the CS team.
• Process B2C pro group and 3^rd party sales orders.  Manage order tracking, and customer communication for these order types. 
• Work with Customer Service and Product Services to ensure all post-purchase communications and operations are customer friendly, timely, efficient, and trackable.
• Proficiency in customer service tasks and duties, workflows, operating procedures, scheduling, entering sales orders, data management and consumer communications 
• Monitor and track customer service team productivity and quality of the consumer user interface and experience  
• Use and create basic reports from platforms including NetSuite and Magento
• Update and maintain sales order forms and sales assets for B2C business
• Monitor and ensure integrations and data flows are accurate and help with troubleshooting solutions
• Develop and execute monthly customer service goals and tactics to help achieve DTC sales goals  
• Ability to present and sell SCARPA products and programs to SNA customers. 
• High level of proficiency with office computers and operating systems (Microsoft Excel, Word, Outlook, NetSuite etc.).

OTHER DUTIES AND RESPONSIBILITIES (following duties are required on all positions):

• Maintaining knowledge of SNA’s ERP, electronic communication, and data systems.
• Maintain consumer support and technical product knowledge.
• Uphold SNA’s core values, mission, and business goals.
• Follow all SNA policies and guidelines as noted in the Employee Handbook.

CUSTOMERS:

Internal: SNA Sales staff, Finance team, Operations team, Distribution Center, Marketing team and Product Services.

External: SNA Direct retail customers, 3^rd party partners, professional customers, educational institutions, and government agencies.

EDUCATION and EXPERIENCE:

Three to five years of relevant experience/training or equivalent combination of education and experience.

Preferred: Experience with Excel report creation and e-commerce platform management, specifically, Magento platforms.

AUTHORIZATION TO WORK

Authorization to work in the USA

WORK ENVIRONMENT:

Hybrid work schedule includes business office and remote working. Also, may include consumer events, trade shows and outdoor environments.

EMPLOYER’S RIGHTS:

This job description does not list all the duties of the job. Additional duties may be assigned at any time.  You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise the job description at any time.

About SCARPA North America, Inc..

Would you like to combine your passion for the outdoors with your career? Is it important to you to work with a company that cares about the sustainability of our planet, creating a diverse and equitable workplace and giving back to our community? If so, SCARPA might be a great fit for you.

SCARPA North America is the sales, marketing, and distribution center for SCARPA products and services in North America. Our mission is to help people stay active, have fun and get outside. Our passion is to design and build premium footwear that equips people to pursue their adventures. Our parent company, SCARPA Italy, is an 80-year old, family-owned business based in the foothills of the Dolomites in Northern Italy. SCARPA North America, based in Boulder, CO is a leader in the North American Outdoor and Snow Sports Industries. Read on to see if your qualifications and career goals might be a good fit for this position!