Customer Service and Support, Installation, Maintenance, Repair, Retail and Wholesale
4 Year Degree
Job Title: Product Services Coordinator
Department: Sales Service
Job Location: Boulder, CO.
Reports To: Sales Operations Manager
Status: Non-Exempt (Full Time- Hourly)
GENERAL PURPOSE OF JOB: The SCARPA N.A. (SNA) Product Services Coordinator’s (PSC) primary responsibility is to provide warranty and repair service, quality control, returns analysis, reporting and communication to SNA staff, retail dealers, retail employees, pros and direct consumers. The PSC is an in-house warranty and repair specialist tasked with assessing and solving product return issues that occur with SCARPA products and other SNA distributed brands. The PSC also provides warranty and repair service and support for the SNA independent sales force as well as the SNA Sales Service team.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Organize, coordinate and oversee the day to day activities of the SNA Product Services department and staff
Oversee in-house Warranty and Repair Center scheduling, inventory, reporting, repair estimates, quality and work flow
Evaluate warranty and return issues and determine the right course of action accordingly
Execute activities and documentation essential to warranty assessment, repair tracking and vendor chargebacks
Regular documentation, analysis and report generation to illustrate warranty and return trends
Oversee the shipping and receiving for warranty and spare parts inventory
Receive and enter sales orders, account data, returns and credits
Sales and order data management for dealers and end consumer customers
Organize and perform the inbound product Quality Control Inspections on all products from all Vendors and complete related reporting
Ability to research product availability
Competence with office computers and operating systems (NetSuite, Microsoft Outlook, Excel, Word etc.
Timely communication with internal and external customers via phone, email and fax
Ability to present, 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 department and company
Participate in company directed activities to accomplish the goals of the company
Participate in sales meetings and trade shows as needed
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 by Sales Operations Manager
Maintain technical product 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 and SCARPA Italy
External: SNA Dealer Network, Professional and Institutional customers and end consumers. External repair centers and partners.
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.
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
Valid Driver’s License
Lifting to 50lbs.
Business office, Distribution Center, Repair Shop, trade show booth environments, travel (domestic) and work hours as needed to accomplish goals.
Additional Salary Information: NA
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.