Job Description

Customer Service Representative

JR286 is seeking a dynamic Customer Service Representative I to join our stellar sales team. In this role, you will work together with the Customer Service team towards common goals and objectives and provide superior customer service in a consistent and dependable manner. You will proactively communicate with internal and external customers and initiate action to establish goals and make appropriate decisions to achieve desired results. We constantly commit to find new ways to improve, be more efficient and maximize customer satisfaction, and expect the same from each new member to join us. This role reports to the Customer Service Manager.

What You'll Do:

• Answer all incoming customer service calls and emails
• Offer and promote close out/opportunity buy products
• Return messages promptly within 24 hours
• Check, validate, and follow-up on daily order entry
• Complete and validate manual order entry within 24 hours of receipt
• Send order confirmations to customer and/or sales representative within 24 hours of receipt
• Review and manage Daily Open Order Report
• Lead weekly Open Order Report meetings to review action items
• Cancel holds and issue credit holds
• Investigate price discrepancies
• Assist with troubleshooting credit delays, pricing issues, shipment delays, etc.
• Process Return Authorizations Request (acquire appropriate approvals for returns over $500)
• Process Credit Memo Requests with supporting documentation
• Understand our Wells Fargo third party credit factor
• Understand the credit card orders process through the Virtual Merchant System
• Actively participate in Customer Service/Operations Team Meetings
• Resolve product or service problems by clarifying the customer's issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
• Other duties as assigned.

What to Bring:

• Bachelors degree preferred
• Minimum of one year experience in customer service, retail planning, or buying experience required
• Sports accessories industry knowledge/experience is highly desired
• Mastery of the English language with superior written and verbal communication at all levels
• Computer system literacy required to include MS Word, Excel, PowerPoint, and Internet
• Excels in effective time management and able to work effectively in a team environment
• Strong interpersonal skills, self-driven, and highly motivated

What We Offer:

• Competitive salary (we leverage market data) + benefits (medical, dental, vision, 401k match, life insurance, pet insurance)
• Company gym with access to personal trainer
• On-site Kitchen
• Paid Parental Leave
• 13 company holidays
• Professional development workshops
• Employee product discounts on selected brands

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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