KPS Representative
Job title: KPS Representative in San Clemente, CA at Stance
Company: Stance
Job description: About the CompanyAt Stance, we believe everything starts and ends with our people. Self-reliant in our attitude, and entrepreneurial in our ethos, we have grit, guts and gratitude. Stance is a culture that cannot be duplicated - where smart, ambitious, and positive people thrive.In 2009, we took what was once a stagnant staple and transformed socks into one of the market's most exciting accessories. By unlocking the potential of a canvas too often overlooked, Stance ignited a cultural movement around the world that has attracted visionary artists, athletes and icons to embrace our positive message of individuality and creativity. In the years since, our canvas for self-expression has expanded from toe to head by way of underwear, apparel and headwear. Through innovative materials, superior comfort and artistic design that is the bedrock ethos of our brand, Stance can now be found in over 40 countries for anyone looking to defy convention. We are Stitched Different®.About the RoleAs a KPS Representative, you exist to keep our customers stoked while supporting the E-Commerce team. The Stance KPS Representative provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. This team member will also initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. At the end of the day we want all of our customers to be stoked, so we need a friendly, driven, and service oriented person to help us do so.About the Reporting StructureThis position reports to the Customer Service Manager.About Primary ResponsibilitiesAnswer all inbound calls, texts, emails, and chats in regards to Stance product,
warranties, order tracking, returns, and sponsorships. This includes questions on concerns regarding Stance customers on any platform...Stance.com, retail, Amazon, Ebay, etc
Contribute to an exceptional customer experience by providing elite level
customer service
Process returns and refunds for our e-commerce customers
Resolve questions and issues independently or working internally with the
appropriate department(s)
Process and document all warranty related orders for customer tracking and follow
up on claims of undelivered packages or orders with missing items
Report product quality issues to the quality control department to assist in
improving product development
Collaborate in the development and growth of the company by helping to improve
processes and procedures to enhance efficiency
Execute on special projects as assigned
Respond to customer interaction on social media platforms as directed by the social media teamCultureRecognizes that Stance is a team sport.
Constantly seeks to align themselves to the strategic, financial and cultural plans of the company.
Drive performance that delivers excellence in a way that preserves and enhances our ability to get results in the future.
Foster an entrepreneurial atmosphere that supports continuous improvement, creativity, resourcefulness and a get it done mentality.
Focus on creativity that enables imagination used to plan our future, solve problems and excite our consumers.
Consistently express gratitude to acknowledge the help and contributions of others.
Demonstrate personal responsibility in order to shepherd and safeguard our values and commitments.Experience NeededE-commerce customer service experience preferred
Comfortable working on computers and in a remote environment
Ability and willingness to work weekends, evenings, and holidays as needed
You may be asked to complete a writing sample during the interview processLocation:San Clemente, CA.Hybrid work schedule.(Remote working will be considered)Benefits
- Health Insurance
- Unlimited Paid Time Off - Vacation and Sick
- 9 paid Holidays and a Holiday Break
- 401(k)
- Employee discount
- Stock options