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Employment Opportunities

To Apply

Resume and inquiries to our Human resources department are invited by Email, FAX, or Mail.

Corporate Office

Mailing Address:
Human Resources Department
89 Hangar Way
Watsonville, CA 95076

E-mail: hr@telescope.com
Fax: 831-763-7027

Orion Telescopes & Binoculars is continually growing, and we're always on the lookout for qualified applicants to join our team! As the leading direct-to-consumer brand of outdoor optics, Orion is an exciting place to work. Our headquarters are located in beautiful Santa Cruz County on the Central California coast, just 20 miles south of Silicon Valley and 75 miles south of San Francisco. Orion employees enjoy a comfortable, stimulating working environment. The atmosphere is cooperative, team-oriented, and casual yet professional. Orion offers a competitive compensation & benefits package.

Current Opportunities

Customer Service Representative 2 / Dealer Support
Technical Service Representative 1
Accounts Receivable Assistant

CUSTOMER SERVICE REPRESENTATIVE 2 / DEALER SUPPORT
Part-Time Or Full-Time

Location: Watsonville (Santa Cruz Area)

Orion is looking for a person to provide sales and customer service support using good sales technique, communication and problem solving skills as expected for an individual with one-year of experience in this role.

Primary Responsibilities:

  • Answer multiple incoming telephone lines, email and live chat for sales, information, and operator functions
  • Directly enter consumer orders onto computer system
  • Enter mail orders into the system after accounting has processed the payment
  • Provide basic information regarding a customer order history including, but not limited to:
    • When an order shipped
    • Return inquiries
    • Return authorizations
    • How it was shipped
    • If there are any credits (A/R's)
  • Assist customers in selecting merchandise
  • Use computer to access information about customers, products and shipping information
  • Place tracers with UPS and Fed Ex
  • Assure customer concerns are addressed directly or referred to the appropriate personnel for resolution
  • Provide customer accommodation in conjunction with department policies and procedures
  • Respond to customer e-mail, chat requests and other correspondence as needed
  • Communicate with customers about order payment and billing issues
  • Enter in and work with information on the Payment Hold Report
  • Follow-up with Problem Order Forms
  • Process backorder notifications and order cancellation report
  • Authorizing replacement shipments to Dealers and dealer's customers under the Orion's warranty program
  • Processing replacement orders for damaged in transit, non-receipt or mis-shipments for dealer orders
  • Entering RMAs for product that we expect to have returned from dealers
  • Entering Return Pending journals so that Tech Services has the needed information to process a dealer return
  • Coordinate with Accounting re: Open A/Rs that are being held pending returns; making calls to dealers to receive the returned product back that has not been received in the expected timeframe
  • Monitoring RMAs that do not have an associated return for 0.00 sales transactions (no Open A/R) to assure that the inventory has been returned; making follow-up calls as required to received product back from dealers
  • Process wholesale shipping batches for replacement orders
  • Perform within department standards to meet CSR 2/ Dealer Support goals

Critical Skills/Expertise:

  • At least 1 year as a CSR I or equivalent experience in sales and service within other retail/ecommerce organizations
  • Expertise in the performance job functions of a CSR 2/Dealer Support
  • Communicate verbally in a clear, pleasant tone and manner
  • Complete all departmental forms accurately and neatly
  • Accurately enter data into the computer system
  • Learn and apply training materials in an effective manner
  • Communicate effectively with co-workers, supervisors, managers
  • Participate in department technical trainings and star parties
  • Communicate via email and live chat in a professional manner and efficient manner
  • Apply problem-solving skills to generate solutions for internal and external customers

TECHNICAL SERVICE REPRESENTATIVE 1
Part-time Position

Location: Watsonville (Santa Cruz Area)

The Technical Service Representative's role is to assist customers and CSRs with technical information and support on Orion products and other products that Orion sells. To provide technical training for all Customer Service Department staff members.

Primary Responsibilities:

  • Assist customers, within established guidelines to resolve issues and answer questions related to purchased items. This includes, but is not limited to, providing support in resolving warranty and non-warranty product issues, sending replacement parts, product assembly and usage, software installation and support of camera or other component drivers and software. Offer advanced pre-sales support for customers considering a purchase or comparing Orion with other brands and product lines. Requires a cursory knowledge of competing brands.
  • Develop and conduct technical meetings and training sessions to enhance the Department's technical knowledge. This includes nighttime training sessions demonstrating the use and features of various products in real-world observing conditions. Also develop and conduct training sessions for weekly Department meetings.
  • Identify and properly communicate product issues such as, but not limited to, customer concerns related to instruction manuals, catalog and web copy discrepancies or other product issues to other departments.
  • Provide continuous department product training for all CSRs.
  • Enter and maintain journals related to customer concerns and corrective action. Keep customer journals current and up to date, resolving journal entries within designated time frame.
  • Stay current with the latest developments in the astronomy field and related products.
  • Answer phones, support emails and respond to chats within designated time frames.
  • Perform within Department standards to meet TSR I goals.
  • Submit tech notes for the Orion website for common Customer technical issues.
  • PC literacy — Should have a working knowledge of current Windows operating systems and be familiar with hardware settings and driver installation/troubleshooting. Need to be able to operate and describe Orion's software and be able to understand and explain software and hardware install and uninstall processes.
  • In-depth product knowledge — Must be able to understand and describe the individual component parts of Orion product. Includes, but not limited to describing out of the box assembly and troubleshooting.
  • Hands-on observational astronomy experience

Minimum Qualifications

  • Communicate verbally in a clear, pleasant tone and manner
  • Ability to read and write English
  • Complete all departmental forms accurately and neatly
  • Accurately enter data into the computer system
  • Learn and apply training materials in an effective manner
  • Communicate effectively with co-workers, supervisors, managers, and customers
  • Clearly document and resolve customer contacts in the journal system
  • Communicate clearly, efficiently and professionally via e-mails, journals, and order memos
  • Accurately identify replacement parts to resolve warranty related issues
  • Multi-line Phone System
  • Telephone Headset
  • Windows based PC (MAC experience a plus)
  • Computer Printers
  • Fax Machine

ACCOUNTS RECEIVABLE ASSISTANT
PART TIME (20-25 HOURS)

Location: Watsonville (Santa Cruz Area)

Orion is looking for an experienced Accounts Receivable Assistant that will assist the Accounting Manager and the AR & Credit Specialist in performance of general accounting functions, including performing AVS processes, fraud prevention, regular AR invoicing, and installment billing. Provide daily front-line efforts to minimize fraudulent orders.

Additional Responsibilities/Duties:

  • Fraud/Loss Prevention & Analysis
  • Master the company's defined fraud prevention Standard Operating Procedures (SOP), Journal SOP, and Installment Billing/LayAway SOPs and the business processes and rules contained in the SOPs in order to minimize fraudulent orders and improve personal, department and company productivity.
  • Obtain credit card authorizations and address verifications for order processing per company policy and procedure.
  • Work and resolve weekend domestic and international orders from AVS Credit Hold on Saturday and/or Sunday mornings.
  • Maintain Fraud Table in Cybersource, a web-based tool.
  • As scheduled, run and resolve open orders and open journals reports.
  • Increase productivity in performance of daily tasks.
  • Accounts Receivable Invoicing
  • Print, verify and mail regular AR invoices.
  • Payment & Collections
  • Process daily mail-orders, including posting to Capella/ERP system.
  • Authenticate funds for mail-order checks.
  • Perform transactions on the ZON device.
  • Process Installment Billing and LayAway orders
  • Maintain the Donations and In House Use log spreadsheet
  • Refunds Processed
  • Verify validity of refund
  • Process credit card refunds
  • Process check refunds
  • File refund report
  • Daily cash balance entry of refund checks
  • Help with filing (weekly, as well as annual) routine for AR Invoices as well as Timecards

Critical Skills/Expertise: (Needed for this job specifically)

  • Ability to recognize and suspect problem issues, research, and react in a timely manner to minimize potential credit card fraud.
  • Ability to effectively communicate orally and in writing.
  • Ability to meet and maintain deadlines.

Job Standards: (Minimum qualifications needed to perform essential job functions)

  • Ability to speak, read, and write in English
  • High attention-to-detail
  • One to three years' experience in performing accounts receivable functions of increasing responsibility
  • Must be computer literate and proficient in spreadsheet and word-processing software

Required Knowledge of Equipment: (Machines, devices, software, tools used in job)

  • Computer, keyboard, mouse
  • MS Office experience including MS Outlook, Word, Excel - basic knowledge level
  • Ten-Key Calculator
  • Laser Printer
  • Multi-line Phone System

Non-Essential Functions:

Other tasks as assigned to accomplish the goals of the department and company.

* Part-Time staff receive Vacation/PTO/Holiday pay and 401K plan