Consumer Service Representative

Company Description

Sea to Summit is an award-winning Australian brand in the outdoor industry. We design, manufacture, and distribute innovative, meticulously engineered outdoor equipment for adventures at every altitude.

Sea to Summit was established in 1990. As an expanding global brand, we currently have offices in Sydney, Perth, North America, Germany, and China.

We are a motivated group of experienced, creative, and forward-thinking professionals. We are connected by our shared passion to create frictionless gear so you can enjoy limitless adventures.

We currently have an excellent opportunity for an individual who has a passion for delivering exceptional consumer experiences and supporting premium outdoor gear to join our team as our Consumer Service Representative in our Broomfield, CO office.

Job Description

The Consumer Service Representative serves as Sea to Summit’s primary point of contact for direct-to-consumer (B2C) inquiries across phone, email, chat, social media, and our customer service platform (Zendesk). This role supports customers shopping directly with Sea to Summit by assisting with orders, shipping questions, returns, and general product information to ensure a seamless and positive consumer experience.

Working within a broader customer service team that includes specialists in B2B support, warranty services, and product inquiries, this role focuses specifically on B2C engagement. The Consumer Service Representative helps guide customers through the purchasing journey, resolves order-related questions, and ensures timely communication that reflects Sea to Summit’s commitment to quality and service.

This role will collaborate closely with teams across Sales, Operations, E-Commerce and Marketing to resolve consumer issues, coordinate replacements or shipping concerns, and share insights from consumer interactions that can help improve the overall customer experience. The position also contributes to maintaining and improving customer service resources such as Zendesk macros, help center articles, and FAQs.

The Consumer Service Representative plays an important role in representing the Sea to Summit brand through thoughtful communication, product knowledge, and a commitment to exceptional service.

• Serve as the primary point of contact for consumer (B2C) inquiries through phone, email, live chat, social media channels, and Zendesk
• Assist direct-to-consumer shoppers with order questions, shipping inquiries, returns, and general support
• Guide consumers through Sea to Summit’s return process and support the administrative aspects of return requests
• Provide basic product knowledge and guidance to help consumers choose the right gear for their adventures
• Coordinate with operations, logistics, and internal teams on issues such as damaged shipments, replacements, or order discrepancies
• Work collaboratively with internal teams including Sales, Operations, E-Commerce, and Marketing to resolve consumer inquiries efficiently
• Capture and communicate consumer feedback, trends, and insights that can inform product improvements and customer experience initiatives
• Assist with maintaining and updating customer support documentation including Zendesk macros, help center articles, and FAQs
• Track and manage customer interactions within Zendesk to ensure accurate and timely responses
• Act as a brand ambassador, representing Sea to Summit’s values and commitment to quality in every customer interaction
• Support a positive and efficient customer experience that reflects the brand’s passion for outdoor adventure.

Qualifications

• 1+ years of experience in a customer service or consumer support role and high school diploma/GED
• Strong passion for delivering excellent customer experience and helping consumers solve problems
• Excellent verbal and written communication skills with strong attention to detail
• Strong organizational and active listening skills
• Ability to manage multiple inquiries across different channels in a fast-paced environment
• Experience with customer service platforms such as Zendesk preferred
• Familiarity with ecommerce platforms such as Shopify is helpful but not required
• Ability to communicate product information clearly and confidently to consumers
• Strong interpersonal skills and ability to collaborate across internal teams
• Comfortable working independently while also contributing to a team-oriented environment
• Interest in outdoor adventure and gear is a plus

Additional Information

This is a full-time office-based position (2 remote work days) located in Broomfield, Colorado. This position comes with a comprehensive benefits package which includes health insurance (medical, dental, vision), retirement match, EAPs, paid time off, community service leave, paid holidays, wellness stipend, gear allowance, and some other great perks.

The salary range for this role is $55,000 – $75,000, with the starting salary near the lower part of this range.

Sea to Summit is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.