Job Title: Customer Service Representative

Location: Boise, ID

Company: Eberlestock

About Us: Eberlestock is a renowned leader in the outdoor industry, known for its high-quality backpacks and apparel. With a commitment to innovation and excellence, we cater to outdoor enthusiasts who demand the best in their gear.

Job Overview: A Customer Service Representative, or CSR, will provide product information, answer questions, and resolve any current or emerging problems that our customers may have. They will do so via phone, email, and even in person. Because this work is generally customer facing it needs to be done accurately, efficiently, and with the upmost professionalism and enthusiasm.

We like to say - You can hear a smile through the phone. The best CSR’s want customers to feel important and they treat everyone with equal respect. They are enthusiastic and genuinely enjoy solving problems and assisting customers. Being a great CSR requires a lot of empathy and excellent people skills. Every conversation is different because every person is different. A well-rounded CSR is able to solve problems for customers while also solving problems internally for the company like false information on the website, reoccurring warranty issues, system errors, etc...

We are very fortunate to promote products we are passionate about and to work with like-minded customers. It is a privilege to be on the front line for Eberlestock.

Key Responsibilities:

• Answer incoming customer service phone calls
• Respond promptly to customer service emails  
• Follow communication procedures, policies, and guidelines 
• Provide accurate information to customers by using company systems, tools, and methods. 
• Assess inquiries to determine what we can improve on as a company to eliminate or reduce questions or confusion from the customers.  
• Build official government quotes 
• Process inside sales orders - (orders that come in over the phone) 
• Confidently navigate all company systems and interfaces  

Skills and Experience:

• Organizational skills 
• Communication skills  
• Patience  
• Team Oriented  
• Personable and attentive 
• Overall knowledge of the products and the industry  
• Problem solving skills 
• Familiarity with CRM systems and practices 
• Self confidence  
• Ability to maintain professionalism  
• Time management  
• Ability to multitask  

Qualifications:

• High School Diploma 
• A passion and understanding for the industry

The Strategic HR and Development Managerwill be expected to take a comprehensive role, not only fulfilling the normal duties of HR related to compliance, compensation and benefits, employee grievances, and staffing and recruiting; but also take initiative to build and foster a culture of professional development. The Strategic HR and Development Manager will be expected to report directly to the CEO, identifying opportunities to educate, coach, and mentor all employees to be more strategic, educated, capable, and empowered leaders. 

The Strategic HR and Development Manager will prioritize team building, professionalism, efficiency of communication and process, and generally take an investigative and proactive approach to maximizing employee fulfillment to optimize engagement and buy-in, creating a sustainable and healthy culture of professionalism. Eberlestock strives to be a thought-leader and innovator, testing and proving new ideas and concepts which support, empower and uplift our staff with the intent of finding, developing, and retaining sustainable talent. 

The Strategic HR and Development Manager will be expected to play an invariably diverse and comprehensive role, generally responding to and engaging in all initiatives which support the staff, their sense of fulfillment and wellbeing, and the improvement of their team, resources, and capabilities. The Strategic HR and Development Manager will additionally play a critical role in helping the CEO develop and pursue the vision and mission of the company by ensuring the alignment of all members of the team through a combination of formal and informal education and training. 

The Strategic HR and Development Manager should maintain a “force multiplier” mindset, seeking opportunities to elevate and refine the professional capabilities of all employees, recognizing the compounding effect the team has on itself. The Strategic HR and Development Manager should seek to employ sophisticated strategies to recruit, hire and equitably compensate talent. 

The Strategic HR and Development Managermust possess core HR competencies such as maintaining employee files, enforcing and maintaining compliance and settling employee grievances. 

The Strategic HR and Development Manager will be expected to exemplify the Core Values of Eberlestock: Integrity, Professionalism & Accountability, Honor, Innovation, and Humility and will further be expected to maintain their unwavering dedication to fostering these values in any way possible within the team to build and refine a sustainable and winning culture. 

RESPONSIBILITIES

• Handling staffing affairs including recruiting, hiring and salary negotiation

• Developing training materials for new hires

• Coming up with effective compensation ranges and strategies for employees based on geographic and industry trends using available market data

• Ensuring legal compliance with labor practices

• Investigating escalated employee concerns and finding solutions

• Maintaining employee policy and handbook

• Updating and maintaining written job descriptions according to changing roles and responsibilities

• Prioritizing the scheduling and coordination of internal team-building events 

• Developing training materials and the scheduling of training sessions for existing employees to implement, train, and enforce new company policies, processes, and systems

• Coordinating training of benefit programs for employees with new and existing benefit providers

• Analyzing internal workflows, processes, and channels of communication to find opportunities to improve and optimize efficiencies using coaching methods, systems, educational programs, project management tools, etc. 

• Coaching leadership practices and professional development to foster a professional, efficient and empowering culture 

• Formalizing, scheduling, and participating in periodic formal performance reviews

• Maintaining employee files to include compliance documents, informal counseling statements, and formal periodic reviews

• Building professional development roadmaps for junior level employees to gain access to online education opportunities, learn from and shadow senior level leadership, receive clear and attainable goals and initiatives related to education and experience 

CRITICAL SKILLS & ABILITIES

• Familiarity with SHRM 

• Performance management

• Ability to monitor and prioritize multiple deadlines and projects simultaneously

• Training & Education plan development

• Coaching

• Supervision and leadership

• Developing standards and processes

• Teambuilding

• Providing feedback

• Organizational skills

• Written and spoken communication skills

• Presentation skills

• Interpersonal skills and problem solving

• Proficiency with office software

At Eberlestock, we strive to be the best. To be the best, we must provide the best quality, the best service, and employ the best people. We have a Warehouse Associate opening in Boise and are looking for the best to join our team. Eberlestock has manufactured high performance outdoor and shooting gear since 1984 and will always uphold the highest standards of quality, performance, and professionalism.

RESPONSIBILITIES

Prepare and complete orders for delivery Receive and process warehouse stock products (pick, unload, label, store) Perform inventory controls and keep quality standards high for audits Keep a clean and safe working environment and optimize space utilization Communicate and cooperate with supervisors and coworkers Follow quality service standards and comply with procedures, rules, and regulations

SKILLS

Proven working experience as a warehouse worker
Proficiency in inventory software, databases, and systems
Familiarity with modern warehousing practices and methods
Good organizational and time management skills
Ability to lift heavy objects

This position is Monday - Friday from 8:00 am - 4:30pm with occasional but rare overtime. The pay rate is $16-$20 based on experience. Upon completing a 90-day probationary period, additional benefits may include Health Insurance Plan, 401K option, Paid Time Off and employee pricing. Candidates for this position must have a good attitude, a desire to work hard with a talented team, and the ability to be a self-starter. Eberlestock would like to find a candidate interested in building a future with our company. With proven ability, work ethic and dedication this position will allow you to grow with us and move into various positions as they become appropriately available. Please do not call us for inquiries regarding this position. All resumes and questions should be forwarded to the provided email.

Job Type: Full-time
Pay: $16.00 - $20.00 per hour
Benefits: Employee discount, Paid time off
Schedule: 8-hour shift - Monday to Friday
Ability to commute/relocate: Boise, ID 83702: Reliably commute or planning to relocate before starting work (Preferred)
Experience: Warehouse Pickers & Packers: 1 year (Preferred)
Language: English (Preferred)
Shift availability: Day Shift (Required)
Work Location: One location - In person