Consumer Service Specialist
6 months ago
6-Month Contract(March to August)
Position Summary:
Essential Functions and Key Responsibilities:
- Project a positive, helpful attitude while being an active listener to attend to multiple tasks and responsibilities-
- Processes appropriate action including inputting orders, initiation of warranty/repairs, initiation of credits/returns, etc.- Attempt First Call Resolution (FCR) for all customer calls: utilize problem solving skills and available resources, enhance customer relationships by building trust, resolve issues promptly and completely- Monitor daily reporting, including fraud holds, online trade-in program, current open orders, custom orders and gift card program; take appropriate action to ensure that orders are flowing through system and completed in accordance with team metrics- Work cross-functionally with internal partners (i.e. Credit, Fulfillment, Distribution) to identify problems, make order adjustment, recommend process changes or solutions to achieve the best results- Maximize time, upsell opportunities and effectiveness on inbound calls with customers- Demonstrate a “selling through service” mindset by driving revenue through all contact with TaylorMade Golf customers- Execute in 50-100 inbound calls-per-week with TaylorMade’s Ecommerce consumers- Utilize CRM system (Dynamics) to record, track, and manage all customer interactions- Consistently monitors Oracle EBS System interface to ensure orders are not stuck in transmission from DemandWare- Actively participate in team atmosphere to achieve department and company goals- Assist Logo Ball & Cresting team members as needed to ensure all relevant materials, trainings, and other information is provided- Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources- Performs other related duties and assignments as required by Customer Service Manager and/or Program Manager eCommerce
Knowledge and Skills Requirements:
- Proven in-depth knowledge of TaylorMade Customer Services practices and processes required-
- Excellent customer service and smooth inter-company communication- Fluent English and French preferred- Superior written and verbal communication, interpersonal and persuasion skills to interact with all levels of the organization- Excellent interpersonal and listening skills with the ability to recognize and deal tactfully and diplomatically with customers and staff- Excellent presentation and training skills- Ability to instruct and lead others to complete the assigned tasks- Ability to work as a leader in a fast-paced, time-sensitive team environment- Ability to work across teams and manage priorities to accomplish multiple tasks is required- Strong organizational skills and attention to detail- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)- Proficient in Oracle EBS, Dynamics CRM, DemandWare, etc, and possesses aptitude to learn new systems quickly- Passion/interest/knowledge for golf required
Education, Work Experience, Training and Professional Certifications:
- Completion of a High school graduation diploma. College or University graduate preferred- 1-4 years of successful customer service experience in a service environment is preferred.- In depth knowledge of TaylorMade golf products and customer service processes- Working knowledge of golf products required
Work Environment / Physical Requirements:
- Normal office conditions with extensive computer and phone usage- Ability to work extended hours as necessary- Able to work efficiently and accurately in an atmosphere of frequent interruption- Light physical effort equal to frequent lifting or moving of lightweight materials
- TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation._
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