Customer Service & Warranty Specialist

Overview Sidas World USA / Therm-ic USA is looking for a full-time Customer Service & Warranty Specialist to support our customer service, warranty, dealer services, and order administration processes. This role will serve as an important point of contact for consumers, wholesale dealers, sales representatives, and internal teams. The position involves managing customer service requests, supporting warranty claims, assisting with dealer and order follow-up, and helping keep information organized across multiple systems and departments. The ideal candidate is organized, detail-oriented, comfortable communicating by email and phone, and able to manage multiple open tasks at once. This is a great opportunity for someone who enjoys helping customers, solving problems, learning products and systems, and working in a small-company environment. Key Responsibilities Customer Service & Warranty Support Manage incoming customer service requests through Zendesk, email, and phone. Support warranty claims for heated products, equipment, accessories, and related items. Collect required warranty information, including proof of purchase, product photos, troubleshooting details, and customer information. Coordinate warranty replacements, returns, and follow-up communication based on company policies. Provide clear, professional, and helpful communication to customers throughout the support process. Learn product troubleshooting steps and help guide customers through basic product issues. Escalate complex product, warranty, or customer issues to the appropriate internal team member. Dealer Services Support Assist wholesale dealers, sales reps, and retail partners with order-related questions and follow-up. Support preseason and reorder entry, order updates, and dealer communication. Help coordinate after-sales communication with dealers. Assist with dealer delivery issues, short shipments, missing shipments, and other order-related concerns. Support routing guide processes for key retail partners and help ensure shipment requirements are followed. Help coordinate dealer-facing communication related to product issues, recalls, or service needs. Order Entry & Administrative Support Assist with order entry, order review, and order maintenance. Create and maintain product build sheets, item records, and internal reference documents. Help keep customer, dealer, item, and order information organized and up to date. Support general office, customer service, and operations administration as needed. Cross-Functional Communication Work closely with sales/marketing, accounting/admin, warehouse/fulfillment partners, and internal operations. Follow up on open issues and help make sure customer and dealer requests do not fall through the cracks. Communicate clearly when issues need to be escalated or resolved by another team member. Help improve internal documentation, templates, and processes as the company continues to grow. Ideal Candidate The ideal candidate is someone who: Communicates clearly and professionally with customers, dealers, and internal team members. Is highly organized and able to manage multiple open tasks at once. Has strong attention to detail, especially with orders, customer information, and warranty claims. Is comfortable answering customer phone calls and responding to written support requests. Can stay calm and helpful when dealing with frustrated customers or urgent dealer issues. Takes ownership of follow-up and does not let tasks fall through the cracks. Is comfortable learning new systems, products, and processes. Qualifications Previous experience in customer service, warranty support, dealer support, sales support, operations, logistics, or administrative coordination preferred. Strong written and verbal communication skills. Comfortable using Excel, Outlook, and web-based business systems. Ability to learn product details and explain basic troubleshooting steps to customers. Strong organizational skills and attention to detail. Ability to work independently while staying aligned with the team. Nice to Have Experience with Zendesk, NetSuite, Shopify, B2B dealer portals, or similar systems. Experience in outdoor, ski, footwear, sporting goods, wholesale, or consumer products. Experience handling warranty claims, returns, replacements, or customer troubleshooting. Familiarity with warehouse, fulfillment, shipping, or routing guide processes. About the Role This role supports both consumer customer service and wholesale dealer services. Some days may be focused on Zendesk tickets and warranty claims, while others may involve dealer follow-up, order entry, shipment communication, or internal administrative support. Because we are a small team, the right person should be comfortable helping where needed, learning new processes, and taking ownership of follow-up.

Pay:

$48,000.00 - $55,000.00 per year

Benefits:

On-the-job training Professional development assistance

Work Location:

In person