Buff, Inc.
Job Title Customer Service Representative Location Hybrid, must be willing to work from Santa Rosa, CA, USA or Canmore, AB, CA Office

Department Customer Service

Company Profile

Buff, Inc., located in Northern California, is a subsidiary of Original Buff, SA Spain, and established its U.S. presence in 2003. BUFF® products are distributed in more than 70 countries across the globe and pioneered the seamless headwear category in 1992. BUFF® performance headwear protects you from the elements during a wide range of outdoor activities and sports. BUFF® models are available in hundreds of designs and styles. We are looking for someone to join the brand and NA team.

At BUFF® we are original, nonconformist, enthusiastic about what we do, and put people and the environment first. This is the basis of our philosophy and values and what guides us day to day. An attractive workplace, transparent and straightforward communication, and a culture that embraces leadership, diversity, equality, and development are the key elements of our approach to people management.

Job Description

Summary

As a first point of contact for customers and partners, the Customer Service Representative is responsible for ensuring an exceptional customer experience that reflects the values and culture of Buff.

As part of the role, you will be asked to process our direct to consumer and wholesale orders, modifications, and escalate complaints across several communication channels. To excel at this job, you need to have strong excel skills to manage customer data and be comfortable supporting customer issue resolution.

Essential Duties and Responsibilities include, but are not limited to, the following:

• Responsible for maintaining a high level of professionalism with customers, Sales Reps and working to establish a positive rapport with every caller.
• Responding promptly to Customer and Internal inquiries.
• Answers incoming customer calls regarding billing issues, product problems, service questions and general concerns, including acknowledging and resolving customer complaints.
• Manage and process customer orders with 100% accuracy to include pricing, discounts, terms, and logistics. Create return authorizations.
• Knowing our products inside and out so that you can answer questions.
• Effectively present information and respond to questions from management and team members. Communicating and coordinating with colleagues, as necessary.
• Work closely with accounting to resolve any invoicing/credit issues.
• Update customer information in the database during and after each call.
• Impact the company's bottom line by problem solving and turning frustrated customers into repeat customers.
• It takes a team for Buff to be successful. Every team member contributes to the overall viability of the company.
• At Buff, there are times where it is all hands-on deck! From time to time, you will be involved in tasks that contribute to general operations of the company.

Requirements

• High School Diploma, Experience in related field, or equivalent work experience
• 2+ years relevant customer service experience
• Professionalism/People skills – clear and concise business communication; ability to influence others, comfortable interacting with customers, sales reps and management team.
• Initiative-taking and assertive in follow through with customers and sales team
• Attention to detail
• Proficiency in Microsoft Office Suite with strong Excel skills
• Demonstrate initiative and strong business knowledge
• Strong analytical and critical thinking skills
• Ability to multi-task, prioritize essential tasks and meet deadlines

Expectations

• Experience with EDI data exchange for orders
• Knowledge of wholesale ordering cycles
• Experience of working with Key Accounts in the Outdoor or related industry
• Excellent time management skill
• Ability to work independent and within team to achieve goals

Job Type: Full-time

Pay: $45,760.00 - $49,920.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Santa Rosa, CA 95403: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Santa Rosa, CA 95403

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