Oboz logo

Customer Service Representative

Oboz
Full-time
On-site
Bozeman, MT
Company Overview

Obōz Footwear is a wholesale brand founded in 2007. Our home, Bozeman, Montana, is an outdoor adventurer’s paradise and is what motivates us to lace up daily to explore the 18 million acres of Greater Yellowstone Ecosystem that surround us. Bozeman also inspired our name: Outside + Bozeman = Obōz. The four points of our compass—People, Community, Foot and Experience—guide everything we do in staying “True to the Trail.” We also plant a tree for every pair of footwear sold, and have since our beginning.

We are an Equal Opportunity Employer and all applications will be reviewed based on skill and qualifications for the role. As the “True to the Trail” brand, we are committed to being true to our people and hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.

Our HQ is powered by clean wind energy – 100% of our office power comes from wind farms in Central Idaho and Washington. We carbon-offset our shoe shipments, employee travel and the office utility bill. And, the shoes we don't sell make a difference, too – we donate our unsellable (but still trail-worthy) shoes, partnering local and national non-profits to find feet in need.

********

We are currently seeking a Customer Service Representative to support our operations team!

Position Overview

The Customer Service Rep serves as the first voice of the organization and oversees critical interactions and relationships with many key constituents, including Oboz retailers, individual customers, and internal team members.  This role aids retailers and consumers to find the best pair of footwear by providing product information, while also fielding customer complaints and warranty concerns.

The primary functions of this role include but are not limited to:
  • Communication: Provide prompt response to all email, phone calls and online chats. Utilize this by offering high caliber, accurate answers and demonstrate empathy. Listen and ask questions to gain full understanding of the caller’s needs.
  • Professionally responds to online inquiries using clear, understandable language and a friendly, Oboz approach.
  • Determine customer service if the situation requires escalation. Route dealer and rep calls to Dealer Service Reps.
  • Warranty: Manage all warranty claims including return authorizations, credits, and replacement orders.
  • Work with the Customer Service Manager or designee to collaboratively solve various shipment issues.
  • Reporting: Report trends, recurrent issues/complaints to Customer Service Manager. Track warranty data for Product Development.
  • Suggest solutions to product malfunctions or customer concerns.
  • Product Knowledge: By understanding the product line architecture, end use, and fit be an expert on the Oboz product line and solutions to enable excellent recommendations and consultations for Oboz Customers.
  • Ecom Manager: Reporting website issues, functionality, communicating site promotions and assisting orders that cannot be filled.
  • Follows directions well, able to effectively perform in a fast-growth environment, excellent verbal and written skills, including listening with empathy and patience
  • Warm and professional, strong attention to detail and accuracy, problem solving and follow through
  • Able to effectively deal with multiple priorities/activities without compromising accuracy or responsiveness, desire and proven ability to positively interact with people from diverse backgrounds.
  • Comfortable prioritizing own workday and creating self-imposed deadlines, and timeline and meeting them.
What You Bring
  • Bachelor’s degree or high school diploma with minimum of 3 years of customer service experience preferred.
  • Minimum of 1 year of frontline customer experience preferably in a product based company. 
  • Outdoor industry product experience preferred.
  • Hands on experience with order entry, customer database management, online/phone interactions.
Company Social Responsibility
  • Display an active commitment towards brand purpose and values.
  • Embrace opportunities to introduce new, sustainable ideas for innovation.
  • Support the promotion of human rights throughout the business.
  • Acts without delay to address serious human rights and labor rights violations that threaten the safety and wellbeing of Oboz employees, customers or those working in factories as part of the Oboz global supply chain. 
  • Follow all company procedures and policies as specified in the Oboz company handbook and support company efforts in all environmental, social and governance (ESG) actions.
Company Culture

Oboz has a small but growing family-feel team. We are collaborative and thrive on cross-functional relationships. We care about our customers, the outdoors, and each other. Our office is relaxed and non-conventional with a dog-friendly culture and we have world class trails right outside our front door. We love the outdoors and are passionate about doing the right thing for a more sustainable world for us all to share. We are proud of our amazing brand, and we want to share our success with other passionate people who enjoy working in a fast-paced industry and share our company values.

Compensation

As well as amazing footwear benefits and awesome folks to work with, Oboz offers a competitive compensation and benefits package including Medical, Dental, and vision, 401k retirement and paid time off.

Want to join us? 

Role located in Bozeman, MT.

This job is closed.