Customer Service Experience Specialist, Suunto Americas
Amer Sports

Job Info

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Overview

Amer Sports is a dynamic, global sports company offering passionate achievement-oriented professionals the chance to succeed and flourish in an international environment. Our globally recognized brands include Salomon, Wilson, Atomic, Arc'teryx, ENVE, and Suunto. We are a company where ambitious, competent and motivated people can make their mark. All our team members are ready to strive for the best of the company and to win together. Just like our customers, we are dedicated to an active lifestyle and sports. Join us.

Suunto was founded in 1936 by Tuomas Vohlonen, a Finnish orienteer and inventor of liquid-filled field compass. Since then Suunto has been at the forefront of design and innovation for sports watches, dive computers and instruments, which are used by adventure seekers all over the globe. From the highest mountains to the deepest oceans, Suunto equips adventurers to conquer new territory. Suunto's headquarters and manufacturing plant is in Vantaa, Finland. Employing more than 400 people worldwide, Suunto products are sold in over 100 countries.
What You'll Do

Purpose of the role

Ensure consistent delivery of an unparalleled service experience to each customer, through processes and systems that support the service and sales areas - while working to improving Suunto's profitability, sales growth, and satisfaction of both internal and external customers.

Key Responsibilities

• deliver exceptional service through courtesy, care, reliability, and efficiency
• effectively communicate with customers via telephone, email, and chat to support and resolve issues
• disseminate information to others in the suunto and aswo teams
• customer order entry and warranty management
• validate and resolve of shipping concerns, returns and credits
• utilize all training and organizational resources to uphold and accurately perform assigned responsibilities and business procedures
• understand and effectively communicate unique selling points of suunto product lines
• proactively communicate with accounts via phone and email who have not recently ordered
• bring a problem-solving mindset and positive team spirit daily

What We're Looking For

Qualifications

• associate degree in business, marketing, or finance
• 1-3 years' experience in customer service, ideally in outdoor industry setting
• self-driven ability to multi-tasks and quickly change priorities/focus based on business needs, immediate demands, and to complete all duties on time
• excellent communication skills and self-confidence to connect with accounts and customers
• pos/ordering systems (sap) experience
• Microsoft Office Suite Fluency

Skills and Competencies

• business acumen: understand the importance of strong customer relations and prioritizing sales to achieve revenue targets
• customer-centric: you connect with customers on a regular basis, execute and manage customer generated orders and actively ask for re-orders.
• communication/relationships: you have great people skills and focus on building relationships between organizations and seeking resolutions for problems quickly and efficiently.
• analysis: you will use data for leading the activities for suunto products and business. you have excellent skills on presenting the plans on all levels of suunto organization.
• product knowledge: you are fluent in the unique selling points of out watch and mechanical product lines.
• time management: you understand the importance of prioritization and both short- and long-term planning.
• leadership skills: you will model a strong work ethic and inspire peers with a positive outlook and can-do attitude.

Key KPI's

• accurate order entry
• wait time of 20 seconds or less for phone calls
• bimonthly non-key account touch points

What We'll Provide

We have multiple openings for this role. The team is based at the regional headquarters for our Amer Sports Winter & Outdoor category of Brands in the city of Ogden, Utah--the gateway to the many exciting ski areas and other outdoor recreation. We offer a great working environment in the sports industry with talented & passionate colleagues all over the world! Perks include:

What can we offer you?

• Medical, dental, vision and life insurance
• Paid time off and Holidays
• 401k with a competitive employer match
• Paid gym membership
• Season ski pass
• Employee and industry discounts
• Professional development tools

If you are passionate about sports and the outdoors, you want to work in a unique state of the art warehouse and take the opportunity to develop your skills in a fun family-oriented environment, come join our team!

Amer Sports is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.

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