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Gregory Customer Service Representative at Samsonite

Gregory Customer Service Representative

Samsonite Salt Lake City, UT Full Time

This is an incredibly exciting time to join Gregory Mountain Products. Gregory is a legacy company in the outdoor industry that is growing and thriving under our supportive parent company, Samsonite. As a Consumer Experience Agent for Gregory, you will be the front-line ambassador for our brand. We are looking for a candidate that will partner with our passionate and incredibly talented team to build an authentic, professional and world class consumer experience.


Minimum Requirements

  • Passionate outdoor user with general knowledge of outdoor gear and equipment
  • At least 1-2 years minimum of customer service experience handling inbound consumer support or comparable outdoor specialty retail experience.
  • Must have excellent communication and listening skills – written and oral
  • High level of patience when handling consumers
  • High attention to detail
  • Ability to multi-task and stay organized
  • Professional and friendly demeanor
  • Critical thinking and problem-solving skills
  • Strong computer literacy and call center software experience

Preferred Skills and Industry Experience

  • Consumer goods experience within a call center environment, ideally with an outdoor oriented company
  • CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke or comparable CRM platforms
  • Microsoft Software Familiarity: Excel, PowerPoint, Word, Teams, SharePoint
  • Various Software: Adobe Acrobat and Google Docs

Other Requirements

  • Passion for learning about new products, including end-use, features and benefits on a seasonal basis
  • Interest and willingness to provide feedback to R&D on relevant new product development when required
  • Ability to quickly understand a hikers needs and recommend the right gear for their specific life adventure

*Position pays $17.00 per hour.


  • Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
  • Assist consumers with topics such as (but not limited to):
    • Brand, website, or product knowledge based on questions and complaints.
    • Taking online orders, including payments.
    • Resolving returns and order complaints.
    • Communicating our Lifetime Warranty policies and repair options.
  • Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
  • Meeting and surpassing determined productive metrics on a consistent basis.
  • Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
  • Partner with various internal departments to keep current on product information, brand initiatives, e-commerce events, and system changes.
  • Responsible for following compliance procedures while still providing genuine support to consumers.

Note: Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time


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Job ID: 3589

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