Customer Service Representative

THE COMPANY:

Who We Are: Tradition and Innovation

HAIX is a family-owned footwear manufacturer trusted by thousands of firefighters, EMTs and paramedics, law enforcement officers, foresters and arborists, safety workers and more. We hand-craft over 1 million pairs of shoes annually and we are proud to sell them to dealers, distributors, and directly to individuals around the globe.

Our US office was established in 2003 and serves the United States and Canada.

Our mission has always been to make the best specialized footwear on the market. Period. We offer the industry's most innovative and thoughtfully designed products. We aim to create protective, comfortable footwear at a good price-to-performance ratio—boots that stand up to years of use under the most rigorous conditions. The safety of our customers is our top priority.

POSITION:

The Customer Service Representative reports to the Customer Service Manager. The Customer Service representative’s duties include, but are not limited to, the following:

Overall Responsibility: Listen and respond to the needs of the sales managers, HAIX dealers, and end-user customers in a timely fashion. Collaborate with and assist other departments as needed.

Key Tasks and Responsibilities:

1. Customer Contact:
   • Interact with customers via phone, email, live chat and in person with a professional attitude.
   • Serve as backup to Customer Service Manager in maintaining the service email of inquiries received from the company website.
   • Assist customers in our retail storefront with trying on boots/answering product questions, closing the sale.
   • Maintain dealer and direct department account information.
   • Handle customer problems, provide appropriate solutions and follow up to ensure resolution.
   • Document in detail customer interactions, comments, and complaints in appropriate programs.
   • Handle inquiries about shipments and deliveries.
   • Provide customers with information on open orders and invoices.
   • Take phone orders as needed.
   • Work effectively with customers resolving warranty claims.
   • Provide follow-up on customer interactions.
2. Sales Manager Support:
   • Support the US Sales team by means of price lists, catalogs, marketing materials, and sample products.
   • Support the sales managers by processing requests for departments and dealers.
   • Record and process sales managers visit reports as per procedures.
3. Other Customer Service:
   • Oversee dealer credit application process as per procedures.
   • Develop and maintain customer and dealer files with relevant and updated information in appropriate programs.
   • Issue return authorizations to dealers per company policy.
   • Process customer returns/refunds accurately.
   • Communicate and coordinate effectively with internal departments including distribution, warehouse, and marketing team, etc.
   • Manage stock, displays, and price tags in storefront.
   • Initiate UPS claims as needed.
   • Maintain and update CRM reports weekly.
   • Assist with meeting room setup and catering for Quarterly Sales Meetings.
   • Assist with maintaining Revver filing system for orders as needed.

Required Skills:

• High level of professionalism
• Calm under pressure
• Patient
• Friendly
• Organized
• Efficient
• Strong problem-solving skills
• Ability to multitask, prioritize and manage time effectively
• Team player
• Excellent verbal and written communication skills
• Ability to remain professional and courteous with customers at all times
• Active listener
• Basic knowledge of Excel, Word, and Outlook
• Product knowledge

This is a non-management position.
This is a full-time position.

Visit Careers at HAIX North America, Inc.