Customer Service Operations Associate

Black Diamond Group, Inc. is a retail and wholesale footwear, apparel and accessories company that focuses on the work, tactical, fire, and occupational spaces. The company has owned brands and licensed brands including Black Diamond, Battle Ops, BD Protective Equipment, Carhartt (footwear license) and Oliver Thomas. The company is known for excellence in brand development and customer relationships, as well as supply chain expertise.

Essential Duties and Responsibilities1. Responsible for the performance of critical Customer Service department activities including the following: communicating order and product availability status, answering product questions, resolving customer issues via phone and email, entering, managing, and editing wholesale and consumer direct orders as well as generating, and monitoring return authorization (RA’s)2. Be knowledgeable on complete portfolio of brands to assist with call and email overflow and be able to pivot efficiently between the brands and unique needs.3. Assist customers and wholesale accounts in navigating our self-service online ordering applications/portals (Shopify, etc.)4. Collaborate with all internal departments including Sales, Marketing, Product, Finance and Operations. Ensure customer insights and product feedback (positive and negative) are being shared throughout.5. Perform duties according to KPI targets, standards, policies, procedures, and processes set forth by the company and to achieve department and company goals.

Minimum Required Technical Skills and Qualifications1. 2+ years of exceptional customer service, retail, or sales experience2. Ecommerce and Shopify platform experience desired3 Familiarity with MS Outlook, Teams, Excel, and Customer Service tools such as ticketing systems, phones, and ERP software4.Excellent listening and problem- solving skills. Ability to communicate clearly, confidently, and positively by phone and email.5. Record of excellent attendance & punctualityJob Type: Full-time and on site in Woburn office 5 days a week

Physical RequirementsThe physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:While performing the duties of this job, the employee will sit for lengthy periods of time, and may use repetitive wrist and hand motions involved in typing and data entry. Specific vision abilities required by this job include close vision and color vision. Employees will have close visual contact with a computer monitor constantly.