About the Company

At 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.

The Stance founders saw a category that had been ignored, taken for granted, and dismissed. By breathing life into something that had been overlooked, Stance ignited a movement of art and self-expression that has drawn athletes, cultural influencers, and true originals to the brand. By underpinning its creative roots with a relentless focus on technical innovation, Stance is now found in over 40 countries on those who dare to be different and is the brand that true originals look to for unrivaled quality and unapologetic self-expression.

About the Role

The purpose of this position is to keep our customers stoked. We are looking for a person to do exactly that while supporting the E-Commerce team. The Stance Customer Service 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 Structure

This position reports to the Sr. Manager of Digital Operations.

About Primary Responsibilities

Culture

• Recognizes 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.

Key Duties

• Answer 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.
• Track 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 team.

Experience Needed

• E-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 process

Location:

San Clemente, CA.

(Remote working will be considered)

EEO Statement

Stance is an equal opportunity employer and will consider applicants with criminal histories in a manner consistent with the requirements of the ordinance.