Jeff Richards
Boulder
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Outdoor industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients, specifically specialty retail staff and customers Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Technical Representative - Rockies Territory
Oberalp North America
04.2023 - Current
- Enhanced customer satisfaction by providing timely and effective technical support for buyers, shop techs and sales staff within the Rockies territory
- Coordinate and execute on 30+ clinics/shop trainings each year, making sure staff were equipped with sales tools and product knowledge to appropriately present the brand(s) and product to customers
- Manage a demo fleet of both backcountry skis as well as running shoes, coordinating 10-20 demos each winter and spring - both consumer and industry facing.
- Maintain a high level of knowledge of anywhere from 10-30 new products each spring and fall, as well as hundreds of in-line product to be able to properly speak to consumers and dealers regarding changes, updates, or new arrivals.
- Support Territory Manager in sell-in efforts across multiple trades shows, including WWSRA, OMA and GOA.
- Support marketing team in effectively planning and activating 10-15 events each season - with large focuses on the Grand Traverse, PowderKeg, Vail Trail Series and GNAR Runners races - bringing exposure of brands to different/new regions and consumers.
- Manage $5M+ order book for the Rockies territory, ensuring timely release of all pre-season orders as well as ASAP placements.
Senior Dealer Service Representative
Oberalp North America
06.2020 - 04.2023
- Added companies largest territory - the Rockies (CO, UT, WY, NM) - in second year as DSR, maintaining high levels of organization and customer satisfaction while building personal and professional relationships, even during peak seasons.
- Oversaw creation and use of order book for entire dealer service team - team of 6, shipping between $1M and $5M monthly.
- Oversaw management and shipment of between $7M and $10M per year in wholesale dollars in each of 2021 and 2022
- Overtook management of key accounts Backcountry.com and MEC, providing excellent customer service via EDI, SPS COMMERCE and email, managing and entering over 300 orders between S22, F22 and S23
Dealer Service Representative
Oberalp North America
03.2020 - 06.2021
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Contributed to $160k+ in sales (wholesale) in 2021 and 2022 thanks to outstanding relationship with key dealers and reps
- Assisted marketing team with over a dozen events, including OR and local sponsored events/races, and forged relationships with community.
- Provided high level of customer service to over 150 b2b accounts in peak season, dealing with booking orders, reorders, warranties and special requests.
- Provide help to marketing and sales staff in giving in person clinics in a dozen shops throughout the Rockies - building both personal and business relationships
- Helped in training a half dozen new hires getting them up to speed on systems and processes in a timely and efficient manner.
- Took over second largest territory (Canada - both East and West) during the peak season of busiest year on record and maintained high level of service and clean order books while still genuinely connecting with each account to grow the brands presence in their shop.
Customer Service Representative
Oberalp North America
09.2019 - 03.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved and maintained 95-100% ticket completion week to week during the busiest season of the year
- Achieved 90%+ customer satisfaction week to week
SALES ASSOCIATE
REI
06.2015 - 09.2019
- Demonstrate and relay knowledge on a wide variety of products to customers Provide excellent customer service to each individual guest Train co-workers on new Rental Department SOP's Manage and maintain a large fleet of rental gear, while providing an enjoyable experience for rental customers Process and sort products coming in on replenishment shipment trucks.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Education
Med Human Physiology
SEATTLE PACIFIC
Seattle, WASkills
- Relationship building
- Event activation
- Sales experience - giving clinics and supporting trade shows
- Complaint resolution
- Stock management
- POS systems expert
- Account management
- Organization and planning
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
Timeline
Technical Representative - Rockies Territory
Oberalp North America
04.2023 - Current
Senior Dealer Service Representative
Oberalp North America
06.2020 - 04.2023
Dealer Service Representative
Oberalp North America
03.2020 - 06.2021
Customer Service Representative
Oberalp North America
09.2019 - 03.2020
SALES ASSOCIATE
REI
06.2015 - 09.2019
Med Human Physiology
SEATTLE PACIFIC
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