The customer service and warranty assistant position is a full time position that will closely work with our warranty and customer service departments to provide exceptional service to our customers.
Who We Are
NEMO is located in a newly refurbished and repurposed mill building in downtown Dover, NH. We are a team of dedicated outdoor enthusiasts, backpackers, hikers, bikers, surfers, kayakers, skiers, and snowboarders and we love to get outside and use the gear that NEMO makes.
Who You Are
You are such a multitasker, you’re reading this while juggling. You are so self-motivated that your application is half-submitted and you haven’t even gotten to the job description! You love detail, you crush deadlines, you organize like a Trapper Keeper and can switch gears like a race car driver.
The Customer Service and Warranty Assistant will play a key role in assisting the Customer Service department during NEMO’s busiest time of year, and beyond! This position reports to the Customer Service Manager and will be primarily responsible for receiving customer product, performing warranty evaluations, and processing replacements and refunds. Duties of this position require someone who can be customer focused and able to follow and develop processes. As a small company, we will also require this position to assist other departments when necessary and be willing to take on additional duties as needed. This position will require constant communication with customers via email and telephone. This individual will also be responsible for coordinating repairs within the established program.
This position will also be responsible for picking, packing, and shipping as needed from our headquarters location. Our main warehouse is located in California, but we are shipping odds and ends daily from the office here in NH.
-Ability to communicate effectively with customers and the NEMO team, both verbally and through email
-Be able to handle complex procedures with seasoned judgment and professional maturity
-Have an entrepreneurial spirit and willingness to work hands-on with a young brand
-Be a well organized leader, individual, and self starter
-Have superior execution skills and a strong ability to multi-task
-Have experience in the outdoor industry and more importantly, a passion for playing outdoors
-Comfortable and confident using a computer, email and other basic office equipment and programs
-Experience with NetSuite is not required, but is preferred
Additional Salary Information: Compensation is commensurate with an entry level position
A job at NEMO is probably different from any job you’ve ever had. It’s probably a lot like the job you’ve always wished you could have. In fact, for the right person, it’s not really like a job at all.
Remember the feeling of camaraderie that comes with sharing an epic adventure with your best friends? Have you ever turned to a friend while walking in steps you were quite sure had never been t...aken and remarked that there was absolutely nowhere you would rather be — nothing you would rather be doing? That’s the feeling of working at NEMO.
Cam Brensinger started NEMO Equipment, Inc. in 2002 as his senior thesis project in design school while simultaneously working at MIT. Three days after graduation, he opened the NEMO headquarters in an old mill building in Nashua, NH. For two years, Cam focused on learning to sew, pattern, and build prototypes of his first patent-pending tent designs. He launched the brand in 2004 at the Summer Market Outdoor Retailer show and quickly began winning awards for design and innovation. NEMO was the overall winner of the ISPO Brand New Award in 2005 and named by TIME and Popular Science as among the 100 best inventions of the year. That began a train of awards and PR that has only accelerated since then. NEMO a truly product-driven brand and that’s helped them outpace their competition in year-over-year growth, steadily taking market share in their trajectory toward quickly becoming an iconic outdoor industry brand.
The team at NEMO is in love with the outdoors and seeks to inspire engagement with outdoor adventure through thoughtful design. They believe great product is part of the equation of enjoying adventure and stands to have a big effect on the experience of being outdoors. They are conscious of how much product there already is in the world and feel a responsibility to make only product that is unique, offers superior features, and is built to last.
A sticker on one of the conference tables at NEMO reads, “Design Like You Give a Damn” and that about sums up the ethos at this company. Everyone on the design team works hands-on to sew samples or build prototypes. There’s always a buzz of activity in the office and there are signs of product design and development every direction you look.
NEMO takes full responsibility for every creative detail of its brand and products. The team does all product design, engineering, development, studio photography, graphic design, etc. in house. And they have some serious talent onboard with a designer from Apple, a PhD engineer from GE, and a number of veterans from the industry. To support the design and engineering efforts of the team, their beautiful office in an old mill building in Dover, NH, has a full woodshop, photo studio, testing lab, rain chamber and full product design suite.
At NEMO, ideas for new products begin with having real experiences in adventure. A passion for adventure is an absolute prerequisite for being part of the team and the design team at NEMO works by these key principles:
- Never bring anything to market that isn’t significantly better than what is already available.
- Own and obsess over every detail.
- Be proud of what you do.