Customer Support Representative
Outstanding Sports Technology company seeks Customer Service Agent to help support growing brand which is part of the parent company. Company's guiding principle is to provide the highest quality, most reliable and affordable sports optics products on the market. The commitment to outstanding customer service and strong retailer partnerships is unmatched. Product lines enhance the enjoyment of every outdoor pursuit from golf, spectator sports, nature study, hunting, fishing and birding to stargazing.
Principle duties of this position will include:
Large percentage of time answering all inbound phone calls and responding to email inquiries from consumers with questions regarding products.
Assists with placing part orders for customers.
Research consumer Service Center inquiries and works with Service Center Team to facilitate resolution.
Prepares cases to come in for warranty evaluation, Return Authorization entry, and routing for approvals.
Order management for PO’s received via phone, email, and regular mail Processing Ecommerce Orders via EDI.
Responsible for special order accounts and other assignments.
Entering Parts Orders as required.
Researching FedEx Shipments.
Processing credits in a timely manner for customers.
At times, may receive consumer lab questions that will require research and follow up.
At times, assist with purchase order entry during peak show periods.
Offers product recommendations and guidance to customers.
Enter in Sales Leads.
All other Consumer Service duties as assigned to guarantee success of the overall team.
Requirements/Qualifications:
Excellent verbal and written communication skills. You must be able to provide clear and concise instructions over the phone and through email utilizing the Salesforce Service Cloud Cases.
You will need to have strong time management skills and need to be able to adjust to match workflow fluctuation.
Punctual, you will need to be in call & email queue on time to engage with our customers.
Independent thinker and strong problem-solving skills.
Bachelor’s degree preferred, or a combination education and 1-2 years of Customer Service experience.
Knowledge of Golf products and industry preferred.
Prior experience working with Salesforce Service Cloud, NetSuite, Microsoft Suite programs: including Excel, Word, and CRM applications a plus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Alternate hours may be required to communicate with Eastern Hemisphere contacts.
Non-smoking office environment.
Requires both verbal and written communication with our customers, and face-to-face contact with others in the company.
This is an in-office position, Monday-Friday, 9:00 am - 6:00 pm.