GENERAL PURPOSE OF JOB: The SCARPA N.A. (SNA) Product Services Representative’s (PSR) primary responsibility is to work with guidance from the Product Services Coordinator to provide warranty, repair & customer service and communication to the SNA retail dealers, retail employees, pros and direct consumers. The PSR is an in-house warranty and repair specialist tasked with supporting the efforts of the Product Services Coordinator in assessing and solving product return issues that occur with SCARPA products and other SNA distributed brands. The PSR also assists in providing warranty and repair service and support for the SNA independent sales force as well as the SNA Management team.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Timely and positive communication with warranty customers via phone, email and fax as required
Work with Product Service Coordinator to evaluate warranty issues and issue return authorizations
Execute activities and documentation essential to warranty assessment and repair as directed by Product Services Coordinator
Work with Product Services Coordinator to assess and repair SCARPA and other SNA distributed products as necessary (internal or contracted repair work)
Ability to research product availability, dealer credit and account status
Daily inbound and outbound warranty processing
Competence with office computers and operating systems (NetSuite, Microsoft Outlook, Excel, Word etc.
Timely communication with customers via phone, email and fax
Ability to show, sell and use SCARPA products, programs and equipment.
Present/communicate technical feature/benefit information to customers.
Travel as necessary to accomplish the sales and service goals of the division and corporation.
Participate in company directed activities to accomplish the goals of the company.
Participate in sales meetings, line meetings and trade shows as appropriate.
Assist Customer Service Supervisor with creation of department operation plans and policies as they relate to product, sales and service.
OTHER DUTIES AND RESPONSIBILITIES (following duties are required on all positions):
Obtain necessary information by maintaining knowledge of SNA’s electronic communication software.
Maintain quality service by establishing, following, and enforcing organization quality system standards.
Uphold SNA’s core values and mission statement and business goals.
Complete other duties as assigned from time to time by your manager.
Maintain technical knowledge by attending sales meetings and product meetings.
Conduct self according to SNA’s policies/Handbook.
Internal: SNA Administrative and Sales staff, Executive Team, Purchasing, Logistics, Warehouse, Marketing Services, Quality Assurance, Finance
External: SNA Dealer Network, Professional and Institutional customers and end consumers. External repair centers and partners.
EDUCATION and EXPERIENCE
Bachelor’s degree (B.A. /B.S.) from four-year College or university and two to five years related experience/training; or equivalent combination of education and experience.
REQUIRED LICENSES, CERTIFICATES OR KNOWLEDGE
Passport, Valid Drivers License
Lifting to 50lbs. Occasional light to strenuous hiking, backpacking, climbing and skiing.
Business office, trade show booth environments, travel (domestic and international) and work hours as needed to accomplish goals.
This job description does not list all the duties of the job. Additional duties may be assigned at any time. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise the job description at any time.
Internal Number: Product Services Represen
About SCARPA North America
For over 70 years SCARPA has been a premier supplier of performance outdoor footwear for skiing, climbing, backpacking, hiking and trail running. The North American office was formed in 2005 to better meet the specific needs of the North American market.