Customer Experience Representative - DTC

Location: Aurora, CO (on-site)
Employment Type: Full-Time
Compensation: $19.50-$21.75 per hour

Fenix Outdoor North America has an exciting opportunity for a motivated, high-energy customer service champion to join our DTC Customer Service team located near Denver, Colorado. This position is with Fenix Outdoor, the parent company of our iconic Fjällräven brand.

At Fenix Outdoor, we create life-altering experiences in nature through providing a full range of products and specialty outdoor retail stores across several countries. Our company enables people to enjoy life outside.

We’re a team of nature lovers, and we enjoy being outside. Whether in a city park or climbing the peak of a mountain, sustaining the world we live in is a top priority in what we do. After all, our business is nature.

WHAT YOU WILL DO

As a Customer Service Representative on our DTC team, you will provide exceptional customer experiences for our Fjällräven, Royal Robbins, and Hanwag customers. This role calls for regular, close communication with consumers and strong cross-functional collaboration with internal teams.

Expect the responsibilities to include, but not be limited to, the following:

• Respond to customer inquiries, requests, and concerns via phone, email, and live chat in a timely and professional manner

• Assist customers with order changes, cancellations, returns, and product-related questions

• Research and resolve shipping, delivery, and payment issues

• Educate customers on technical product application, sizing, and general use to help them select the right items for their needs

• Facilitate communication between departments as needed to resolve customer issues

• Contribute to a positive, solution-oriented team environment by jumping in to help where needed

WHAT YOU BRING

• Experience in a customer service or retail role

• A genuine love of helping customers, solving problems, and creating positive experiences

• A strong belief in delivering exceptional customer service at every touchpoint

• Clear and effective written and verbal communication skills

• Excellent attention to detail and strong time management skills – you can prioritize effectively and work efficiently

• Comfort learning, navigating, and mastering multiple systems and tools

• Enthusiasm for fast-paced environments and working toward ambitious goals

• Technical proficiency, including comfort with Microsoft Office (Outlook, Excel, Word)

• Ability to build trust and positive relationships with teammates

• A mindset focused on continuous improvement – for customers, for coworkers, and for the company

Preferred (but not required):

• Bachelor’s Degree or equivalent combination of education and work experience

• Previous retail or customer service experience in the outdoor industry

• Experience using ERP systems (especially Microsoft AX)

• Experience with Zendesk

WHAT WE OFFER

Click here to learn more about Fenix Outdoor benefits like:

• A stimulating work environment with passionate, enthusiastic co-workers

• Opportunities for personal and professional growth that will elevate your career

• A company that treasures sustainability and acts to create future stewards of nature

• Medical, Dental, Vision, Critical Illness, Accident

• 401k with generous company match

• Generous schedule of company-paid holidays

• Product discounts on all Fenix Outdoor brands

• Industry discounts and more…

ABOUT US

Fenix Outdoor is an international group of premium outdoor brands (including, Fjällräven, Royal Robbins, Hanwag, and Devold of Norway) united by a shared mission: to enable all p