Job Details

Since 1923, LOWA has earned a reputation for crafting premium outdoor boots and shoes that blend outstanding quality and fit through innovative design and proprietary technology. As part of Tecnica Group North America, a family of leading outdoor brands, we are committed to a best-in-class employee experience rooted in connection, growth, passion, and purpose.

POSITON OVERVIEW

The Dealer and Consumer Service Representative will serve as a frontline point of contact for dealers, consumers, and sales representatives, ensuring timely, professional, and solution-oriented support. This role is responsible for handling daily inquiries, managing order flow, and processing after-sales services such as returns and warranties.

The role requires strong attention to detail, proactive problem solving, and the ability to manage multiple priorities in a fast-paced environment. By mastering the company's ERP system and working cross-functionally with Sales, Operations, and the 3PL warehouse, the Dealer and Consumer Service Representative will help ensure orders, returns, and deliveries flow seamlessly through the system, supporting the company's commitment to premium service and operational excellence.

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Service & Support

• Respond to dealer and consumer inquiries via phone, email, and other channels with professionalism and efficiency.
• Troubleshoot and resolve issues promptly, escalating as needed to ensure customer satisfaction.
• Represent the company's brand values by delivering consistent, high-quality service in all interactions.

Order & After-Sales Management

• Process after-sales services including returns, exchanges, and warranty claims.
• Support order book management, ensuring orders are entered, updated, and fulfilled accurately.
• Proactively monitor potential delivery delays, backorders, and required order extensions to minimize disruption.
• Ensure smooth order flow in partnership with the warehouse, logistics, and finance teams.

Sales & Business Development Support

• Collaborate with Sales Representatives to provide account updates, order support, and customer insights.
• Assist in business development initiatives by ensuring accounts receive accurate and timely service.
• Make outbound calls to the dealer base to provide account management and
• identify opportunities for growth.
• Provide updates and reporting to the Dealer and Consumer Service Manager as required.

Systems & Process Mastery

• Become an expert in the ERP system used to manage orders, warranties, and service requests.
• Maintain accurate data entry and documentation for all customer transactions.
• Contribute to the continuous improvement of customer service processes and best practices.

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

• Bachelor's degree preferred; associate degree or equivalent work experience considered.
• 2+ years of customer service or account support experience, preferably within footwear, apparel, outdoor, or consumer goods industries.
• Experience with ERP systems or order management platforms required.
• Strong written and verbal communication skills.
• Detail-oriented and organized with the ability to manage multiple priorities.
• Customer-first mindset with strong problem-solving capabilities.
• Team-oriented and collaborative, with the ability to work cross-functionally.
• Tech-savvy and able to quickly learn new systems and processes.

PHYSICAL DEMANDS & WORKING ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this role, the employee is regularly required to sit, stand, walk, talk, and hear. The employee may occasionally kneel, stoop, crouch, twist, and lift up to 30 pounds, with or without accommodations.

The work environment is typically office-based with moderate noise levels but may involve occasional exposure to warehouse environments with variable noise and lighting.