Customer Service Representative

Customer Service Representative

Remote

Full time

job requisition id

R0010506

Job Description Summary

The Customer Service Representative is responsible for coordinating sales support and providing a high level of customer service for all dealer accounts, including national and key accounts. Works closely with customers directly and with our sales reps and sales manager to ensure timely processing of purchase orders, return authorizations, and credits. Provide both consumer and technical customer support for product end users.

Essential Functions

• Receive incoming orders via email, phone, and EDI (electronic Data Interchange); review for program accuracy and process within departmental guidelines. Process order acknowledgements and proforma invoices as required. Attach all documentation to our ERP system per Audit requirements, and follow up.
• Serve as a comprehensive resource to customers regarding all aspects of quoted products and applicable programs and services.
• Coordinate the release of orders to shipping department and provide tracking to customers.
• Oversee planning through delivery of special orders and bids; prepare paperwork for special orders, documenting according to established guidelines.
• Work creatively with customers and suggest buying alternatives as needed. Respond in a timely manner to customer communications regarding order activities, product availability, pricing, and terms.
• Manage all order activities with sales, manufacturing, credit, shipping, freight forwarders and direct customers.
• Work cohesively with internal customers to accomplish exceptional customer service and to meet established company goals. Coordinate order activities with Sales, Marketing, Pricing, schedulers, credit department, shipping, and manufacturing for all locations of VISTA Shooting Sports.
• Ability to handle RMA’s, credit, debit adjustments and follow through for shortages, damages, and pricing adjustments.
• Handle/support our DTC consumer inquiries, orders, and support.
• Support and assist with our program offerings to our Education/Youth teams.

Minimum Qualifications

• Bachelor’s degree preferred
• 2+ years’ experience in a sales support or manufacturing customer service environment
• Excellent computer experience in a Windows environment (Word, Excel); AX / AS400 computer experience preferred.
• Excellent 10-key, alpha/numeric keyboard skills.
• Must possess a high degree of ethics and integrity, self-motivation and professionalism.
• Must be organized and service-oriented.
• Must have a positive attitude and be a team player.
• Must maintain well-developed communication, negotiation and instructional skills.
• Familiar with the structure of the sales and customer base we support.
• Function effectively in high-stress situations.
• Proficiency is expected within 18 months.

Physical Requirements

Employee will be sitting the majority of the time, with some walking. Lifting and carrying of weights up to 10 pounds to access books and reports and to transport paperwork and materials. Manual dexterity for extensive computer work and writing. Hearing, speaking and vision are required.

Mental Requirements

Must communicate effectively in verbal and written formats. Reading comprehension and basic math skills are a requirement. Flexibility to effectively deal with a variety of people and situations and to handle interruptions and multiple tasks simultaneously. Quick thinking and problem solving to readily assimilate information. Ability to maintain tact, diplomacy and highly professional manner both verbal and in writing communication. Initiative to effectively complete tasks with little supervision. The ability to identify and appropriately handle confidential information.

Equipment Used

Assigned computer

Work station and supply needs are provided.

Working Environment:

Work is completed REMOTE during normal working hours, though extended hours are sometimes needed. Significant amount of time spent on phone with customers. Co-worker support, guidance and reinforcement are readily available. Daily team interaction via Web conference meetings.

Job Classifications and requirements:

§

Calculator – Calculator (Equipment Used-United States of America)

§

Copy Machine – Copy Machine (Equipment Used-United States of America) (only in office)

§

Fax Machine – Fax Machine (Equipment Used-United States of America) (only in office)

§

Light, relatively stationary work (usually sitting), observing, etc. – Light, relatively stationary work (usually sitting), observing, etc. (Physical Requirements-United States of America)

§

Personal Computer – Personal Computer (Equipment Used-United States of America)

§

Printer – Printer (Equipment Used-United States of America) (only in office)

§

Telephone – Telephone (Equipment Used-United States of America) via laptop computer ‘soft phone’.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled