Customer Service and Sales Support Representative
Department: Sales
Location: Swift HQ, Seattle WA
FLSA Status: Non-Exempt
Salary Grade: $17.50-19.50, DOE
Reports To: Sales Manager

Schedule and terms: 32+ hours weekly, with seasonal fluctuations (possibility of reduced hours in winter)

Health Care Stipend of $50/paycheck and Paid Time Off accrual beginning after 90 days

Description of Company:
Swift Industries is an independent, women-led outdoor gear company in Seattle, Washington. We design, manufacture and sell bicycle bags and accessories. We are a founder-run, growth-oriented brand on a mission to create products with purpose in order to influence and inspire our customer-community to probe self-discovery, support local cultures, and to protect the environment by adventuring by bicycle.

About the Position:
The Customer Service Representative interacts with customers to provide high quality information in response to routine inquiries about products and services. The roles and responsibilities as a Sales Support Associate include supporting the Sales Team with a variety of administrative duties.

Essential Duties and Responsibilities:
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Provide excellent customer service by answering questions and cases on order status, product information, account status, returns, product pick-up, pricing or services.
- Confer with customers by Netsuite, email, telephone, digital chat, or in person to provide information about products or services, take or enter orders, or obtain details of complaints.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Support Sales Team with a variety of administrative tasks by running reports, checking orders, organizing data, completing sales order entries, and conducting product research.
- Problem solve any software program related issues with customer purchases.
- Support sales projects by participating in and collaborating with the marketing team.
- Grow product knowledge by seeking out opportunities to use Swift Industries products and on-going understanding of how they work with other bike components.
- Participate in company-wide quality control of products.
- Other duties as assigned.

Position Requirements:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education
High School or equivalent and 2 years experience in Customer Service within the cycling and/or outdoor industry  or related experience and/or training; or equivalent combination of education and experience.


Technical Skills
To perform this job successfully, an individual should have knowledge of...
- Basic spreadsheet management
- Outstanding communication skills
- Strong writing skills
- Passionate and extensive experience in cycling cultures and our industries
- Demonstrable expertise in Swift Industries' product line
- Demonstrable knowledge of auxiliary bicycles, parts and gear that are relevant to Swift Industries' product line
- Strong computer and software skills
- Strong organizational skills
- Must have personal active experience with cycling and adventuring
- Experience with Netsuite and Asana is a plus
- Experience with CRM is a plus
- Bilingual experience is a plus

Physical Demands:
While performing the duties of this Job, the employee is regularly required to lift and/or move up to 35 pounds. The employee is regularly required to sit for long periods of time; walk; use hands to type; and talk or hear. Occasionally required to travel for work. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment
Employee’s primary workspace will be in an administrative office adjacent to the sewing manufacturing and warehousing facility and as such the noise level in the neighboring work environment is noticeable, while remaining below moderate levels.