Position: Customer Service Representative Hours: 7am – 3: 30pm, Monday through Friday Reports to: Service Supervisor Expectations



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Position: Customer Service Representative

Hours: 7am – 3:30pm, Monday through Friday

Reports to: Service Supervisor
Expectations:
Customer Service is not a department it is a skill. At Werner the expectation for our Customer Service Reps is to share the pride and excitement for our hand crafted paddles with everyone we talk to. It isn’t enough to have a positive attitude; we expect this team to go out of their way to create enthusiasm for our product, our brand, our teams and our company. Be open minded, highly motivated, respect our customers and you will find Werner to be a very rewarding environment.
General Responsibilities:

Continuously increase value by providing outstanding customer service and sales support to our dealers, consumers and internal team members.


Specific Responsibilities:

  • Provide outstanding customer service and sales support

    • Answer phone calls within 3 rings.

    • Input orders accurately into system.

    • Perform account maintenance including new dealer set up.

    • Confirm preseason orders.

    • Answer Info and Repair line E-mails.

    • Process, and communicate repairs and warranty orders through to completion

    • Perform Administrative tasks and projects as assigned

    • Work with the Sales and Marketing team to support the Sales strategies of the company.

    • Collaborate with the Customer Service team to continually refine our processes and service strategies for ongoing improvement.

    • Support the Shipping team during inventory and seasonal ebb and flow.

    • Attend shows and events as needed to promote Werner.

  • Dependable resource for all customers (dealers, consumers and internal teams)

    • Understand and effectively communicate accurate information about our programs, products and services to customers via phone and email.

    • Continually strive to become more knowledgeable about the paddling industry

    • Effectively communicate information throughout the company

    • Create reports as needed and necessary to support our teams.

    • Provide accurate detailed information through the processes and systems currently in place in order to provide timely feed back on preseason orders, changes or cancellations.


Qualifications:

  • Tech Savvy

    • Experienced with CRM type systems, Microsoft Office and Outlook

    • Experience or the aptitude to learn Access data mining

    • Comfortable with multiline phone systems and a headset

  • People Driven

    • Team Player

    • Have a good sense of humor and be generally upbeat

    • Excellent oral, written, and in person communication skills. Must possess diplomacy and tact

    • Demonstrate problem solving skills, including ability to identify issues and propose solutions

    • Self Motivated and Reliable

    • Ability to work under pressure with limited resources, completing priorities and deadlines

    • Attention to detail; accurate with numbers

    • Organized and orderly with the ability to multi task

    • Honest. Must keep company information confidential


Skills and Experience Preferred but not required:

  • Work experience in outdoor market preferably paddle sports

  • Experience in a manufacturing setting

  • Previous direct Sales/Customer Service experience

  • Active paddler




JD-020 Rev A (DCN 009-2015)



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