Customer Service Product Liaison

About the position

As a Vuori Product Liaison, you focus on our 3 core values; Being in Great Relationships, Building Great Products, and Living an Extraordinary Life. You develop and grow relationships with our customers by providing them support when issues arise with their Vuori Gear. You help build great products by tracking and reporting feedback and trends related to Vuori Products. You are a Vuori Product Expert, knowing the ins and outs of our current gear, while retaining knowledge of our past products. You want to participate in building the best products on earth while assuming positive intent of our customers and your coworkers.

Responsibilities

• Respond to customer inquiries regarding product issues and discrepancies
• Use a case-by-case approach to assess each customer's unique concern
• Identify defective products and/or provide appropriate solutions
• Process replacement orders
• Stay up to date on new product details
• Track all product issues ensuring completeness and accuracy of data
• Gather customer defect samples to be sent back to HQ
• Act as a product expert for the Customer Service Team, providing guidance on all product related questions
• Develop and maintain in-depth knowledge of all Vuori products to confidently answer customer & team inquiries, troubleshoot issues, and guide customers through product-related concerns
• Assist in managing the product knowledge database (Guru) by creating and updating product cards
• Regularly audit existing product cards to verify their accuracy and relevance
• Stay up to date with Vuori product updates, new releases, and our industry’s trends
• Participate in training sessions and contribute ideas for process improvements based on customer feedback

Requirements

• Minimum of 1 year of experience in Vuori Customer Service, or alternatively, 2 years of customer service experience combined with some retail experience
• Bachelor’s degree or, in lieu of degree, 1 years of Product Liaison or customer service work experience
• Excellent organization, written, and verbal communication skills
• Must be able to type at > 60WPM and willing to take a typing test
• Ability to multi-task, stay focused, and self-manage
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Customer service soft skills, people skills, empathy, and the ability to make justifiable decisions
• Ability to quickly identify trends and communicate them to lead and or Supervisor

Benefits

• Health Insurance
• Savings and Retirement Plan
• Employee Assistance Program
• Generous Vuori Discount & Industry Perks
• Paid Time Off
• Wellness & Fitness benefits