Customer Service Representative

    Osprey Packs is the leading manufacturer of backpacks and travel gear. We’re located in southwest Colorado nestled in the corner of the rugged San Juan Mountains and on the edge of vast sandstone canyon country. Our mission for the last 40 years has been to create innovative, high-performance gear that reflects our love of adventure and our devotion to the outdoors.

    Job Status: Full-Time (40 hours; hourly)

    Supervision Received: Position reports to Customer Service Manager

    Job Summary
    Provides industry-leading customer service and support to the sales rep force, retail dealer base, as well as end-users to facilitate smooth product flow from Osprey.  Ensures positive relationships with all customers to further strengthen our brand and company reputation.  Directly oversees all incoming orders (into ERP system) and outgoing shipments (to the Operations Team).

    Principal Duties and Responsibilities include the following; other duties as assigned:

    Dealer Service

    • Assumes ownership of designated sales territories including account maintenance and territory analytics
    • Answers incoming calls from dealers and assists with needs
    • Enters ASAP orders based on availability
    • Manages and maintains pre-season orders
    • Assists with shop employee inquiries regarding fit and sizing of product for their retail customers
    • Proactively contacts buyers to release preseason shipments on schedule
    • Manages New Account Opening Process

    Customer Service

    • Assists with incoming inquiries from retail customers via phone and email; including topics of product fit and sizing and product selection
    • Assists visitors with product tour and questions
    • Maintains full working knowledge of entire product line
    • Fields warranty related questions and refers to Returns Department as needed

    The above is intended to describe the major responsibilities and requirements for this position.

    It is not to be construed as an exhaustive statement of all duties, responsibilities or requirements.

    Required Education and Experience:
    High school diploma or general education degree (GED) required; Bachelor’s Degree preferred. A minimum of 3 years of progressively responsible customer service experience is required; prior outdoor retail or sales experience preferred. Effective oral and written communication skills and excellent interpersonal skills a must. Proficiency in Microsoft Office Suite and use of multi-line phone system. Self-motivated and ability to work independently.

    Physical Ability—Level I  (Office) The Team Member will be expected to: work in an office environment for extended hours of sitting performing PC and other desk-related functions; lift 20 pounds overhead without assistance; perform physical activities involving extended periods of lifting, walking, standing reaching, and bending over.

    Compensation and Benefits:

    Hiring range – $14.00 – $16.00/hr, depending on experience and qualifications.  Participation in: group health plans, Paid Time-Off (PTO) program, 401k plan (after one year), all other benefits as described in current Team Member Manual.

    Required Meetings and Time/Travel: 
    Participation in all general company meetings/functions, and others relating to special assignments, as required.  May be required to work outside of normal work hours or attend offsite training/business functions. May participate in sales meetings and trade shows upon invitation. Participation in working Osprey’s semi-annual Locals’ Sale.

    Technology Issued: Desktop P.C., Cisco Phone System with headset; 2 screens

    Location: This is a full time position based at the Osprey Headquarters in Cortez, CO U.S.A.

    To Apply

    Please submit an application with an optional cover letter and resume to [email protected]
    (with “Rep” as the subject line) or mail to Osprey Packs, Attn: Human Resources – CSA, 115 Progress Circle, Cortez, CO 81321.

    Application deadline: November 7, 2014

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