Dealer Service Specialist

Location: Seattle

Position: Full Time (Hybrid) 3 days in-house

Rate: $21.63 - $24.50

About this role

The primary role of the Dealer Services Specialist is to maintain and update Outdoor Research’s Commercial Wholesale order book, handle inquiries about products, orders, and returns in a timely, accurate and professional manner, resolve discrepancies in orders and billing, assist in data analysis and provide suggestions accordingly, and attend dealer meetings as necessary.

The Dealer Services Specialist is a proactive collaborator who is passionate about providing excellent service and driving success through our retailers.  They are a strong internal advocate for our dealer accounts and have exceptional problem-solving skills to help improve overall customer experience.

OR strives to deliver extraordinary service in every interaction.  We are committed to evaluating processes and making it easy for all customers to do business with our team.  Every individual who contacts the Outdoor Research Dealer Services department should leave with a positive impression and experience.

Duties

• Respond in a timely, professional, and positive manner to all e-mail, fax, phone, etc. inquiries regarding Outdoor Research orders and products.  This will include but is not limited to new purchase orders, product availability inquiries, product information, shipping status, warranty/returns, etc.
• Ensure accuracy of orders, returns, customer accounts, and all other related transactions.
• Work with finance, planning, marketing, sales, and shipping/receiving departments to set up and manage accounts, provide necessary reporting, and communicate issues that affect shipment of orders, customer/dealer relationships, and revenue.
• Manage all account details, assuring all information is up to date and accurate; this includes, but is not limited to, adding new store/ship to locations as needed, adding and/or removing contacts as notified and/or updating all affected departments of new Vendor Guide requirements.
• Support Sales Manager and territory Sales Reps through regular maintenance of accounts as well as proactive and regular review of open orders and exception reports.  If applicable. notify rep accordingly and resolve issues in a timely manner.
• Regularly review processes and procedures used for account maintenance and offer advice in development of new strategies where appropriate, keeping in mind customer experience and efficient operations as key priorities.
• Process returns/warranties per department procedures, using proper cancellation codes to categorize reason for return correctly.  Proactively communicate persistent quality control issues within the department and to other departments, as necessary.
• Prioritize daily tasks and projects to accomplish job duties with a high level of accuracy and timeliness.
• Establish and maintain positive working relationships with coworkers, outside sales reps, buyers, and all other contacts with which you interact.
• Gain in-depth knowledge and understanding of all Outdoor Research products through participation in on-site and off-site product training events and clinics.
• Other duties may be assigned.  All of the above are to be performed while adhering to Outdoor Research operational procedures, policies, and safety rules.