ABOUT NAPIER OUTDOORS
At Napier Outdoors, we blend innovation with adventure, crafting vehicle camping tents and outdoor gear that bring people closer to nature. As industry leaders, we are committed to pushing the boundaries in everything we do.

OPPORTUNITY

Join our team as a Logistics & Customer Care Specialist, where you'll ensure products move smoothly from warehouse to customer. You'll lead outbound order processing to guarantee accuracy and timely delivery, help manage inventory for seamless operations, and support customers by handling inquiries and warranty claims efficiently. If you’re detail-oriented and enjoy keeping things moving, this role is for you!

WHAT YOU GET TO DO

Outbound Order Processing (60% of role)

• Order Management: Retrieve and process outbound orders in NetSuite, ensuring timely fulfillment in accordance with required shipping timeframes.
• Shipping Documentation: Prepare all necessary shipping documents, including shipping labels, packing slips, bills of lading (BOLs), advance shipping notices (ASNs), and handle tracking inquiries.
• Warehouse Coordination: Key liaison between Napier and all 3PL warehouses. Develop and implement warehouse manuals to ensure operational accuracy and alignment with customer compliance requirements. Train warehouse staff on order fulfillment procedures, monitor warehouse quality assurance (QA) issues, and ensure timely resolution of any discrepancies.
• Warehouse Support: Assist the warehouse team with picking, packing, and labeling as needed.

Customer Care (25%)

• Reception & Customer Support: Answer incoming phone calls and direct them as needed. Respond to customer inquiries via phone and email, providing product information, support, and assistance.
• Customer Interaction: Manage customer inquiries, complaints, and feedback across multiple channels, including phone, email, and social media. Troubleshoot issues and deliver timely, effective solutions to ensure customer satisfaction. Continuously improve and streamline communication templates for common inquiries.
• Warranty Claims: Process warranty claims. Maintain warranty logs and reports. Investigate and analyze product quality issues and report to management.
• Product Documentation: Maintain and update the FAQ database based on common customer inquiries and trends. Add relevant info to FAQs and product guides as needed.
• Reviews: Maintain and enhance Napier’s online reputation by actively monitoring and managing customer reviews across all platforms.

Inventory (10%)

• Inventory Transfers: Monitor inventory levels to identify transfer needs and process transfers accordingly.
• Inventory Control: Assist in resolving discrepancies and analyze monthly forecast versus actual inventory. Prepare reports on overages, shortages, and turnover rates.
• Quality Assurance & Control: Review product inspection reports and production samples for accuracy. Identify root causes for non-compliant items and collaborate with management on corrective actions.

Inbound Inventory Processing (5%):

• Freight Coordination: Request shipping quotes, manage routing requests, and schedule carriers for inbound shipments.
• Container Shipments: Coordinate with freight forwarders to schedule deliveries, ensure on-time arrivals, review and maintain customs documentation, and manage shipping records and reports.
• Transfers: Prepare warehouse transfers, process necessary customs paperwork, and schedule carriers to ensure efficient inventory flow
• Returns: Assist in processing RMA requests, coordinate the return of goods, process return credits and inventory; analyze return rates

WHAT YOU NEED

• Highly detail oriented and excellent organizational skills
• Ability to multi-task and meet tight deadlines
• Analytical and problem-solving skills assuming responsibility and taking ownership
• 3+ years of customer service or administrative experience

Job Type: Full-time

Benefits:

• Dental care
• Extended health care

Schedule:

• Monday to Friday

Work Location: In person