Customer Service Representative (with Retail Store Support)

Position Overview

AIRE is seeking a motivated, customer-focused Customer Service Representative to support our wholesale and retail customers. This position is primarily focused on customer service, order processing, and dealer support, with some responsibility for assisting customers in the AIRE Factory Store.

The ideal candidate is positive, flexible, detail-oriented, and comfortable taking initiative in a small, team-oriented environment. A passion for paddlesports, fly fishing, and the outdoors is a plus.

Responsibilities

Dealer & Customer Service

• Provide customer service to retail customers, dealers, outfitters, wholesale accounts, and warranty customers.
• Answer phone calls and emails, assist walk-in customers, and respond to general inquiries.
• Develop strong knowledge of AIRE and Outcast products, pricing, specifications, and basic service needs.
• Process retail and wholesale orders accurately and promptly, prioritizing shipping within 24 hours when inventory is available.
• Process returns, create RMAs, and assist with tracking and account information using MAS/SAGE.
• Serve as the initial contact for warranty inquiries and coordinate requests with the service department.
• Manage key, guide, and pro-purchase orders.
• Assist wholesale representatives and accounting with orders, customer follow-ups, and prepay orders.
• Help manage general company email inquiries and proactively resolve customer issues.

Retail Store Support

• Greet and assist Factory Store customers with product questions, boat selection, and gear recommendations.
• Provide store coverage during lunch breaks and vacations, including opening and closing when scheduled.
• Operate the POS system, handle transactions, and complete daily sales reporting.
• Maintain store appearance, displays, and inventory through receiving, pricing, and restocking.
• Support store promotions, demos, and local paddling events as needed.

Qualifications

• At least 2 years of customer service and data entry experience; retail or outdoor industry experience preferred.
• Strong written and verbal communication and interpersonal skills.
• Proficient in Microsoft Office (Excel, Word, and Outlook).
• Detail-oriented with strong organizational and data-entry skills.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Professional, reliable, and comfortable handling customer concerns and resolving issues.
• Ability to learn new systems, products, and procedures.
• Strong customer service skills and a team-oriented attitude.

Nice to Have, Not Required

• Whitewater boating, fishing, or other paddlesports experience.
• Experience with dealers, wholesale accounts, or pro-purchase programs.
• Familiarity with boat fitting, rigging, or basic repairs.

Work Environment

• Combination of office, retail, and occasional warehouse work.
• Frequent phone and computer use, including working with a headset.
• Occasional standing, lifting, and moving boats and gear (up to 50+ lbs with assistance).
• Seasonal schedule adjustments and occasional weekend work.

Schedule & Benefits

Work Schedule

• Monday–Friday, 8:00 AM–5:00 PM
• Two paid 10-minute breaks
• One-hour lunch
• 40-hour workweek

Seasonal schedule adjustments and occasional weekends may be required during our busy season (March–September).

Benefits

• Health insurance coverage begins on the first day of the month following 60 days of employment.
• Holiday pay.
• Accrued Paid Time Off (PTO).
• Employee Stock Ownership Plan (ESOP).
• 401(k) with company match up to 3% after one year of employment.

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