Customer Sales & Support Representative

Petzl America is currently looking for an Account Services Representative to work in our Professional Division. If you seek a long term account management/customer service role; project a positive attitude; are a skillful communicator, in writing, in person and over the phone; possess superior accuracy & proofreading skills; thrive in a fast paced environment; have a strong technical aptitude and have a personal interest in Petzl gear and its applications, this could be the position for you. Experience with SAP, Salesforce & familiarity with Petzl's Professional product line are preferred.

The Pro Account Services Representative plays a critical role in delivering exceptional customer service and supporting Petzl's Pro Division sales efforts across the United States and/or Canada. Acting as the first point of contact for customer inquiries-including pricing, products, and scheduling-this individual will ensure fast and accurate order processing, clear communication, and collaborative issue resolution with internal departments.

By building and maintaining strong relationships with dealers, retail staff, and end consumers, the Pro Account Services Representative promotes customer loyalty and brand trust. The position works closely with Petzl sales representatives, internal departments, and external partners to ensure accurate information flow and seamless order management.

Key responsibilities include:

Customer Service & Sales Support

• Ensure delivery of excellent customer service through fast, accurate processing of orders and timely responses to inquiries.
• Serve as the first point of contact for general questions regarding pricing, products, scheduling, delivery, and order status.
• Build and maintain strong business relationships with clients to encourage repeat business and loyalty to the Petzl brand.
• Provide product and technical information to retailers and end users to support purchasing decisions and application knowledge.
• Respond promptly to calls, emails, voicemails, and all customer inquiries.

Order Management

• Process customer orders with accuracy and timeliness.
• Manage order revisions and confirm changes with customers as needed.
• Optimize order consolidation for efficient shipping and receiving.
• Proactively communicate allocation timelines, deadlines for modifications, and order status updates.
• Monitor and correct daily order anomalies to improve operational efficiency across the organization.
• Accurately process bids and quotes, and actively manage backorders to ensure timely delivery and appropriate carrier settings.
• Minimize cancellations and chargebacks through effective order oversight.

Account / Customer Management

• Maintain accurate records in Salesforce; flag updates or corrections for the appropriate teams.
• Open and manage Customer Care files for any incoming order issues or errors.
• Develop and document account-specific procedures and ensure cross-training with at least one other team member for continuity during absences.
• Communicate account updates, credit status, and other critical information to customers as needed.

Interdepartmental Collaboration

• Work with the Vendor Compliance Specialist on special order allocations.
• Coordinate with the Inventory Manager on large or exceptional orders.
• Partner with the Distribution Center for special shipping arrangements.
• Resolve credit hold issues in collaboration with the Finance team.
• Support the Sales team in achieving or exceeding sales targets by ensuring customer satisfaction and operational excellence.

The preferred start date will be as soon as possible. The position is full-time, non-exempt and qualifies for full health and welfare benefits, including a generous paid time off policy, a profit sharing plan, a 401(k) plan with match, and an extensive list of perks along with the opportunity to work a hybrid schedule of 3 days in office, 2 days working from home once training is complete. Our workplace environment and policies truly reflect our commitment to being a great place to work.

Our Platinum LEED certified building is located at 2929 Decker Lake Drive, Salt Lake City, UT.