Warranty Service Rep

Do you have a natural knack for engaging with people and consider yourself a “gear junkie”? Sea to Summit is seeking someone stellar to join our team in Broomfield, Colorado as the Warranty Service Rep.  This position is the first point of personal contact that Sea to Summit’s customers will have for product and warranty questions. The person in this role will be primarily responsible for engaging with consumers and retail partners via our customer service platform and phone in a professional and timely manner. This position will also be responsible for performing product repairs, assisting with quality assurance projects, and preparing quarterly and yearly warranty reports.  The ideal candidate has an affinity for working one-on-one with consumers and their product and warranty needs. They also have a passion for technical product knowledge and enjoy sharing their expertise with the goal of ensuring that consumers are genuinely satisfied (or ideally blown away) with their Sea to Summit experience.Tasks and Responsibilities:           Respond to inbound inquiries and calls, providing accurate and timely response to their warranty, return, repair, and spare parts requestsMaintain a professional and courteous relationship with consumers to engage them and to truly understand their product needsHandle assigned incoming consumer warranty, spare parts, and returns requestsLearn and develop mastery on in-house product warranty repairs and help Sea to Summit stand by our ethos of minimizing our environmental impactPrepare, develop, and maintain clear reporting on product warranties Manage all aspects of product returns including issuing of R.A.s, receiving and examining returns, logging the warranty details, and issuing credits or replacements as deemed appropriateCommunicate frequently with internal departments for timely resolution of issues so the service expectations of the consumer are met or exceededDevelop a comprehensive understanding of all Sea to Summit productsAnswer general incoming phone calls and transfer to the appropriate team memberConduct QC audits when necessary and document findingsInterface with Australian counterparts for information about rolling changes to products and to align on proper ticket tagging and organizationMaintain and update templated responses to be used in response to frequently asked consumer questionsInterface with warehouse shipping and returns department to coordinate seamless handoff of incoming/outgoing warranty ordersAssist with data entry and general customer service functions as neededPartner with warehouse staff on spare parts and warranty order fulfillmentAssist with other duties as assigned