Customer Service Representative

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Customer Support SpecialistCustomer

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Quick Summary

Overview

Customer Service Representative (HQ)

Key Responsibilities

This position focuses on delivering exceptional customer service by responding promptly to the needs of sales managers, HAIX® dealers, and end-user customers through various communication channels.

Technical Tools

excelecommerce

THE COMPANY

Who We Are: Tradition and Innovation
HAIX® is a family-owned footwear manufacturer trusted by thousands of firefighters, EMTs and paramedics, law enforcement officers, foresters and arborists, safety workers and more. We hand-craft over 1 million pairs of shoes annually and we are proud to sell them to dealers, distributors, and directly to individuals around the globe.

Our US office was established in 2003 and serves the United States and Canada.

Our mission has always been to make the best specialized footwear on the market. Period. We offer the industry's most innovative and thoughtfully designed products. We aim to create protective, comfortable footwear at a good price-to-performance ratio—boots that stand up to years of use under the most rigorous conditions. The safety of our customers is our top priority.

THE ROLE
This position focuses on delivering exceptional customer service by responding promptly to the needs of sales managers, HAIX® dealers, and end-user customers through various communication channels. Responsibilities include handling inquiries, processing orders and returns, resolving issues, and maintaining accurate customer and dealer records. The role also supports the sales team by providing materials, managing reports, and assisting with events. Additionally, the position involves coordinating with internal departments to ensure smooth operations and maintaining the retail storefront.

The Customer Service Representative reports to the Director of Operations and will report on-site to our Lexington, KY HQ.

THE JOB
Customer Contact

Interact with customers via phone, email, live chat and in person with professional attitude.
Serve as back up to Customer Service Team Lead in maintaining the service email of inquiries received from company website.
Assist customers in our retail storefront with trying on boots/answering product questions, closing the sale.
Maintain dealer and direct department account information.
Handle customer problems, provide appropriate solutions and follow up to ensure resolution.
Document in detail customer interactions, comments, and complaints in appropriate programs.
Handle inquiries about shipments and deliveries.
Provide customers with information on open orders and invoices.
Take phone orders as needed.
Work effectively with customers resolving warranty claims.
Provide follow-up on customer interactions.

Sales Manager Support

Support the US Sales team by means of price lists, catalogs, marketing materials and sample products.
Support the sales managers by processing requests for departments and dealers.
Record and process sales managers visit reports as per procedures.

Other Customer Service

Oversee dealer credit application process as per procedures.
Develop and maintain customer and dealer files with relevant and updated information in appropriate programs.
Issue return authorizations to dealers per company policy.
Process customer returns/refunds accurately
Communicate and coordinate effectively with internal departments including distribution, warehouse, and marketing team, etc.
Manage stock, displays, and price tags in storefront.
Initiate UPS claims as needed.
Maintain and update CRM reports weekly.
Assist with meeting room setup and catering for Quarterly Sales Meetings.
Assist with maintaining Revver filing system for orders as needed.

THE SKILLS NEEDED

High School Diploma or equivalent required
- Associate’s Degree or greater in Business or Communications preferred
1-3 years of experience in Customer Service roles, preferably in product e-commerce and manufacturer products
High level of professionalism
Calm under pressure
Patient
Friendly
Organized
Efficient
Strong problem-solving skills
Ability to multitask, prioritize and manage time effectively
Team player
Excellent verbal and written communication skills
Ability to remain professional and courteous with customers at all times
Active listener
Basic knowledge of excel word and outlook
Product knowledge

THE PERKS
HAIX is proud to offer a competitive salary and benefits packages, an outstanding company environment that fosters growth, education & development and a product and mission you can confidently stand behind

Comprehensive Health Benefits
Stay healthy and covered with our competitive medical, dental, and vision plans, short-term and long-term disability insurance, and Life Insurance and AD&D.
Retirement Savings
Plan for your future with our 401(k) program.
Paid Time Off
Work-life balance is key! Enjoy paid vacation, sick days, and holidays to recharge and spend quality time with loved ones.
Training and Development
Interested in developing your skills and working to take your next step in your career? HAIX offers an outstanding team environment that fosters growth, education & personal development opportunities that will grow with you!

Department: Customer Service
This is a non-management position
This is a full time position

Visit Careers at HAIX North America, Inc.

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