Product Care Services Specialist - Moon Boot at Tecnica Group USA

High salary

Clinical Nurse III: Emergency Department- Full Time, Nights

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West Lebanon, NH

Posted 3 days ago

Job Description

Hello! We're so glad you found us! A little bit about who we are.

Tecnica group is a leading sport equipment manufacturer in the winter sports equipment and footwear markets. Our vision is to inspire an active outdoor life and our mission is to create amazing experiences through outstanding products.

With 60 years in business, Tecnica Group North America Group has employees in the U.S. and in Canada. We're part of a broader organization of 3400+ employees working in 10 countries across Europe, North America, and Asia. The family of brands includes Blizzard, Lowa, Moon Boot, Nordica, Rollerblade and Tecnica. Building on the company's rich history and new growth, the company strives to provide a workplace culture that supports wellness and welcomes people from a diversity of backgrounds and lived experience.

Job Purpose:

As a Product Care Specialist for Moon Boot, you will play a critical role in delivering the highest levels of service to our North American customers. The Product Care Services Team leads efforts to continuously elevate our ability to listen, learn from, and serve the Moon Boot community. The Moon Boot Product Care Specialist will cultivate relationships, turn feedback into responsive action, and support lasting Brand experiences with authentic, personalized engagement. This role thrives on transforming complaints into contributions, problems into opportunities, and supporting our Brands' vision to inspire an active outdoor life. This position will primarily focus on the Moon Boot brand, however, may be asked to support other brands as needed.

Product Care Specialist Duties and Responsibilities:

Deliver high-quality, consistent product care service for North American Moon Boot customers

First line of contact for Consumer via multiple platforms: phone calls, emails, web inquiries, and other communication channels as discussed and defined

Maintain broad knowledge of products, services, platforms and promotions

Provide best-in-class warranty evaluation processes and remediation outcomes

Inspect and evaluate returned product and determine how it will be processed in coordination with our dealers, reps and/or consumers

Champions high levels of customer service, problem-solving and effective communication in all customer touch points

Provide accurate and timely assistance to help customers resolve product-related problems

Collect and analyze customer feedback to identify recurring product issues; communicate insights to Product Care Services Manager and Product Managers

Collaborate with eCommerce Team to continue to evolve and improve user experience for direct-to-consumer sites

Support other brands in the portfolio (Alpine | Rollerblade) as determined by future business needs

Team Leadership:

Support team members as needed to achieve individual, department and company goals

Maintain a positive working environment both within the department and Group-wide

Provide support, guidance, and training to other members of the Product Care Team including training in ERP system.

Qualifications and Education Requirements:

Education/Experience:

Minimum of 3 years of experience working in a consumer facing customer support position in the fashion / apparel / footwear space; experience in luxury fashion a plus.

Demonstrated ability to respond to consumer inquiries effectively both verbally (via phone) and in writing.

Computer Skills:

Knowledge of Microsoft 365, with an extensive understanding of Excel.

Experience working in modern e-commerce and ERP systems is required.

Comfortable learning new processes and software (ERP, BI tools, etc); experience with Salesforce and/or SAP are a plus.

Additional Skills:

Demonstrated ability to work autonomously and take ownership of the Moon Boot brand within the scope of the role.

Productive time management and organizational skills

Knowledge of SAP processes with a desire to learn more, experience with SAP a plus

Sense of urgency: bias for taking action, self-starting capability required to achieve high expectations in a fast-paced environment

Demonstrated ability for accuracy, thoroughness, and attention to detail

Ability to communicate well with various cross-functional teams and individual contributors, as well as your suppliers

Maintain an organized, efficient, and functional workspace for the Department

This role is currently considered a hybrid position based in our West Lebanon, NH offices. The requirement is that this position generally works in the office 3 days a week, with the ability to work onsite more during peak season based on business needs.

Physical Requirements:

Requires occasional travel via automobile or air to Tecnica Group offices and in-market company events. Work activities may include climbing, bending, lifting, stooping, and kneeling - and may require sitting for long periods of time. Manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse, and similar machines.

We look forward to getting to know you!