The Customer Service Representative provides prompt and courteous support to our customers by answering requests concerning products, shipments and deliveries. The Customer Service Representative addresses all customer inquiries and complaints with the highest degree of professionalism and product knowledge. This position is in an extremely, customer-focused area and requires a positive individual who can give our customers confidence in our products, people and processes. The Customer Service Representative presents a sincere commitment to servicing the customer and supporting the field sales force and manufacturing personnel.
Answers customer inquiries by clarifying desired information, researching and providing information.
Resolves issues by clarifying problems, exploring answers and alternative solutions and implementing the best solution.
Troubleshoots orders and shipping complications.
Researches and resolves accounts receivable issues.
Strives for single call resolution of issues.
Provides timely follow-ups if necessary.
Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel and any promotional items.
Transfers call to appropriate personnel when applicable.
Relieves the Receptionist at the main switchboard as required.
Education and Training:
High school degree or equivalent required.
Associate degree in Business, Communications or related field desirable.
Minimum two (2) years customer service in a business to business environment, help desk or call center experience required.
Proficient with MS Office applications, primarily Excel and Outlook.
ShopWorks experience desirable.
Basic knowledge of sports and the associated equipment used with each individual sport is desirable.
Fundamental knowledge of accounts receivable desirable.
Skills and Abilities:
Excellent customer-relations skills.
Excellent verbal, written and interpersonal communication skills.
Ability to maintain a high level of energy.
Strong articulation and voice clarity skills.
Solid comprehension, listening and negotiating skills.
Excellent intuitive, analytical and problem-solving skills.
Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.