What are the responsibilities and job description for the Director of Global Customer Support position at Rep Fitness?
Job Description
Job Description
JOB DESCRIPTION
Job Title : Director of Global Customer Support
Department : Operations
Reports To : COO
FLSA Status : Exempt
Compensation Base Range : $135,000.00 - $156,000.00 Annually
WHO WE ARE :
REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 350,000 square feet of office and distribution space in the USA and internationally. REP designs world-class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. With a dedicated team of over 200 fitness enthusiasts, our mission is to "Improve Lives by Sharing our Passion for Strength." Our commitment to innovation, customer service, and value sets us apart.
We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment.
At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like-minded individuals fuels creative energy and fosters a fun and collaborative work environment. This role is based in our state-of-the-art headquarters with a bright, spacious, shared workspace; scenic views of the Rocky Mountains; and a kitchen always stocked with healthy snacks, protein powder, and coffee. We offer a hybrid work environment with a minimum of three days in the office, but there's flexibility about which days and hours.
OUR CORE VALUES :
Think Like a Customer - We empathize with our customers; understand the ' why' behind every decision we make
Progress not Perfection - We don't let perfect get in the way of good ; we are better today than we were yesterday
Positive Attitude - Be a glass half-full kind of person and remember to have fun
Teamwork without Ego - We put the team above ourselves; we only win together
Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it
WHAT'S IN IT FOR YOU :
Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that's centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment.
We offer an exceptional compensation package which includes :
DAY ONE BENEFITS!
- Medical, Dental, Vision (100% premiums covered by REP for employee only coverage)
- Health Savings Account (HSA) with employer contributions
- Flexible Spending Account (FSA) options
- LTD / STD, Life and AD&D (100% premiums covered by REP)
- 401k and Roth options with employer match up to 4%
- Employee Assistance Program (EAP)
RECHARGE YOURSELF!
PUMPED-UP PERKS!
ABOUT THE ROLE :
As the Director of Global Customer Support, you will bring exceptional enthusiasm to ensuring our customers are REP's number one priority. With Customer Service as one of our three pillars of success, this role will play a critical part in driving customer experience, both strategically, and tactically. You will lead a team of Customer Support Specialists at our US based Colorado Headquarters and indirectly support our International EU based team in Denmark, aligning culture and strategy to create excellence in customer support across the Atlantic. You will focus on the team and create a culture of performance. You will work relentlessly, both within the department, and cross functionally, to ensure the customer's voice is present in all that we do. Thinking Like Customer comes as naturally to you - and is as necessary to you - as breathing. Focusing on being both data driven and people savvy, you know that if we take care of our team, our team will take care of our customers. You will meld outstanding leadership, people, and technology to maintain REP's excellence in customer support.
ESSENTIAL FUNCTIONS : include the following. Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES :
WHAT YOU WILL BRING :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND / OR EXPERIENCE :
CORE COMPETENCIES :
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
Tech Savvy - Anticipating and adopting innovations in business building digital and technology applications.
Global perspective - Taking a broad view when approaching issues, using a global lens.
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Interpersonal savvy - Relating openly and comfortably with diverse groups of people.
Develops talent - Developing people to meet both their career goals and the organization's goals.
Build Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Situational Adaptability - adapting approach and demeanor in real time to match the shifting demands of different situations.
PHYSICAL REQUIREMENTS :
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 the essential functions.
While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate the computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. The employee is frequently required to talk, hear, and bend and twist neck. The employee may occasionally lift and / or move up to 50 pounds and rarely lift and / or move up to 75 pounds assisted. Specific vision abilities required by this job include close vision and distance vision.
REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, REP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his / her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at REP.
Salary : $135,000 - $156,000
