Careers

Role: Customer Service / Field Dealer Support

Company Profile

At SealSkinz our passion (some might say obsession actually) is to craft the finest waterproof accessories in the world. While waterproof will always be our #1, we also want to keep you protected from snow, sand, mud, dirt and anything else that can get in the way of doing your thing in the outdoors. To so many, accessories are an afterthought but to SealSkinz, they’re everything.

SealSkinz accessories have been to the top of Everest, braved the snowy winds of Antarctica, stayed dry on wilderness rafting trips in Alaska, and are trusted by the UK military. However, they’re equally incredible at keeping you comfortable while walking your furry friend, rushing on a brisk morning school run. To say they’re up for any weather challenge is kind of an understatement.

Teamwork

SealSkinz prides itself on a successful ‘teamwork’ culture with a shared belief that the business can move forwards most effectively when collaboration and cooperation are at the heart of everyone’s thinking, planning and decision making.

‘When teamwork becomes an intrinsic part of any organisation’s culture, everyone benefits – the company, the employee, and the customer”.

Location

The Customer Services team are remote working

Position Overview

The Customer Service/Field Dealer Support position will work closely with both the USA Customer Service Manager, USA National Sales Manager, and USA based sales reps to service our accounts, build brand loyalty and trust, resulting in revenue growth. This position interacts with our dealers providing product knowledge, support, and follow through. Additionally, they will regularly communicate and interact with our internal production, Operations and Warehouse teams. This position will ensure a flow of relevant sales and customer information, so that the company can meet and exceed our customer’s needs, our internal company goals and support our day-to-day operations.

JOB DETAILS
Job Title		Reporting To	Direct Reports
Customer Service / Field Dealer Support		Customer Services Manager	None

Site	Department	Reporting Manager	Weekly Hours	Payband / Salary
Remote USA	Customer Services	Terri Gooch	40 hours per week	Annual Salary Range $45,000 / $50,000 USD

Site

Department

Reporting Manager

Weekly Hours

Payband / Salary

Remote USA

Customer Services

Terri Gooch

40 hours per week

Annual Salary Range $45,000 / $50,000 USD

JOB DESCRIPTION
Due to significant growth, SealSkinz is looking for a Customer Service / Field Support Dealer. The role will be to deliver first class customer service support to several National and independent accounts.You will also be required to assist and support the Customer Service Manager to organise, distribute and oversee daily team tasks and to contribute to the development of guidelines and procedures to improve customer service. Execute and exemplify excellent customer service in all interactions. Timely and accurate processing of sales orders returns and other account needs. Maintain a professional and courteous relationship with dealers, engaging with them to truly understand their needs and provide solutions. Respond to customer inquiries and provide cross-functional support to multiple internal teams. Handle questions or issues in a professional and timely manner Provide prompt communication of order confirmations and backorders Must have ability to call retailers and interact with current orders placed or engage in obtaining new fill orders from available to sell list. Process returns to stock and credit transactions Process warranty requests including Return Authorizations Answer and direct incoming company phone calls Must establish a working relationship to current Sealskinz Agency groups and be able to support through additional cold calling, sample request, follow up request from retailers for point of purchase displays. Understand the needs of Sealskinz retail partners and provide support to enable their success or satisfaction. Work in tandem with various departments and maintain a flexible attitude supporting all the work that helps in achieving organizational goals, along with other duties as assigned. Must be proficient with manipulation of data, import, export, view lookup, applying filters, pivot tables. At times provide a sales summary and top tier actions plans from the data. Importing SealSkinz information from master data files into Item set up and SKU attribution templates. Knowledge of video and image requirements from retailers is critical. Support the SealSkinz HQ marketing teams in developing country specific campaigns relevant to the USA market. Customer Service experience, ensure consistency of approach and adherence to process across the team.

JOB DESCRIPTION

Due to significant growth, SealSkinz is looking for a Customer Service / Field Support Dealer.

The role will be to deliver first class customer service support to several National and independent accounts.You will also be required to assist and support the Customer Service Manager to organise, distribute and oversee daily team tasks and to contribute to the development of guidelines and procedures to improve customer service. Execute and exemplify excellent customer service in all interactions.
Timely and accurate processing of sales orders returns and other account needs.
Maintain a professional and courteous relationship with dealers, engaging with them to truly understand their needs and provide solutions.
Respond to customer inquiries and provide cross-functional support to multiple internal teams.
Handle questions or issues in a professional and timely manner
Provide prompt communication of order confirmations and backorders
Must have ability to call retailers and interact with current orders placed or engage in obtaining new fill orders from available to sell list.
Process returns to stock and credit transactions
Process warranty requests including Return Authorizations
Answer and direct incoming company phone calls
Must establish a working relationship to current Sealskinz Agency groups and be able to support through additional cold calling, sample request, follow up request from retailers for point of purchase displays.
Understand the needs of Sealskinz retail partners and provide support to enable their success or satisfaction.
Work in tandem with various departments and maintain a flexible attitude supporting all the work that helps in achieving organizational goals, along with other duties as assigned.
Must be proficient with manipulation of data, import, export, view lookup, applying filters, pivot tables. At times provide a sales summary and top tier actions plans from the data.
Importing SealSkinz information from master data files into Item set up and SKU attribution templates.
Knowledge of video and image requirements from retailers is critical.
Support the SealSkinz HQ marketing teams in developing country specific campaigns relevant to the USA market. Customer Service experience, ensure consistency of approach and adherence to process across the team.

ESSENTIAL / DESIRABLE SKILLS, COMPETENCIES AND QUALITIES
ESSENTIAL Important to have a level of knowledge of the outdoor retail space in the USA. Comfortable and professional when speaking with dealers and consumers on the phone Processed strong oral and written communication skills and have a good since for structuring selling arguments to existing account and potential new accounts with accuracy and detail Ability to manage multiple tasks daily i.e. (phone calls, emails, order entry). Strong understanding of technical aspects of outdoor equipment and technical product knowledge Aptitude for learning, understanding, and retaining technical product information Exceptional active listening and organizational skills Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF Ability to solve problems and bring new ideas to the team Excellent interpersonal skills, including the ability to quickly build rapport with both accounts and peers Possess a friendly and positive attitude Experience with data entry in an order management system Flexible and adaptable when facing changing priorities in a fast-paced environment May be asked to attend Seasonal trade show and sales meeting both in the USA and UK DESIRABLE Previous Supervisory / Team Leader experience working within a Customer Service environment. To have a passion for sport and outdoor activities This is a full-time position with a comprehensive benefits package which include health insurance (medical, dental), paid time off, paid holidays (20 days), gear allowance. SealSkinz INC is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and does not discriminate based on race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. Duties, responsibilities, and activities may change at any time with or without notice. Compensation: $45,000 / $50,000 Please send resume to Terri Gooch by 7-27.2022 via e mail and a covering letter stating why you wish to work for SealSkinz to terrigooch@sealskinz.com. We will review your resume and contact you if there is a good match between your experience and our job posting. Thank you!!

ESSENTIAL / DESIRABLE SKILLS, COMPETENCIES AND QUALITIES

ESSENTIAL
Important to have a level of knowledge of the outdoor retail space in the USA.
Comfortable and professional when speaking with dealers and consumers on the phone
Processed strong oral and written communication skills and have a good since for structuring selling arguments to existing account and potential new accounts with accuracy and detail
Ability to manage multiple tasks daily i.e. (phone calls, emails, order entry).
Strong understanding of technical aspects of outdoor equipment and technical product knowledge
Aptitude for learning, understanding, and retaining technical product information
Exceptional active listening and organizational skills
Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
Ability to solve problems and bring new ideas to the team
Excellent interpersonal skills, including the ability to quickly build rapport with both accounts and peers
Possess a friendly and positive attitude
Experience with data entry in an order management system
Flexible and adaptable when facing changing priorities in a fast-paced environment
May be asked to attend Seasonal trade show and sales meeting both in the USA and UK

DESIRABLE

Previous Supervisory / Team Leader experience working within a Customer Service environment.
To have a passion for sport and outdoor activities

This is a full-time position with a comprehensive benefits package which include health insurance (medical, dental), paid time off, paid holidays (20 days), gear allowance. SealSkinz INC is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and does not discriminate based on race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation: $45,000 / $50,000

Please send resume to Terri Gooch by 7-27.2022 via e mail and a covering letter stating why you wish to work for SealSkinz to terrigooch@sealskinz.com. We will review your resume and contact you if there is a good match between your experience and our job posting. Thank you!!