Pro Sales & Customer Experience Specialist

Great opportunity to join our team as

Customer Service and Pro Sales Representative!

This role is based at our Equip office in Louisville, Colorado and forms part of the team responsible for Customer Experience.

You will be directly responsible for supporting customers and pros via email and phone in a professional and timely manner, processing web orders/returns, managing third-party pro accounts and assisting with the Rab Pro Program.

Key Responsibilities of the Customer Service and Pro Sales Representative (including but not limited to):

Respond to customer emails and calls, providing accurate and timely answers to their product questions, comments or concerns based on their needs, trips, and environment

Engage with customers and pros to truly understand their needs

Provide answers to technical product questions and assist consumers with product selection

Answer customer and other phone calls during assigned phone shifts

Troubleshoot shipping issues and order related problems

Processing web order returns and managing the online returns portal

Manage third-party pro sales accounts including:

Daily order processing, returns, and resolving order issues

Seasonal product range changeovers

Reporting monthly sales and KPI metrics

Strategizing promos, product reviews and other opportunities to grow YoY sales

Reviewing vendor agreements

Exploring process and technology improvements to streamline daily tasks

Assist in the development and execution of the Rab Pro sales program including:

Approve/deny pro applications for both US and Canada

Contact applicants for additional credentials as needed

Assist with planning seasonal and monthly promos in the US and other regions

Explore opportunities to increase membership in the US and other regions

Create and manage discount codes for reps, events, and office use

Communicate with other employees to ensure the timely resolution of issues

Develop a strong understanding of Rab & Lowe Alpine products, policies and services

Assist with Warranty and Rab Wash operations

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