Specialist, Customer Service

Position Summary:The Customer Service Specialist additional position in the department is responsible for delivering the best customer service and support in the industry by providing excellent in-house customer service through the full use of technical, administrative, organizational, interpersonal and communicative skills.   Helps establishes a culture which supports the “ELITE excellence lives in this environment” cause.  Definition: a heartfelt belief that each one of us is personally responsible to deliver memorable service to every customer every hour of every day. This position works in highly collaborative, relational team environment where accountability and ownership for results is paramount. Essential Functions and Key Responsibilities:Maintain and enhance customer relationships by building trust and resolving issues promptly and completely Work cross-functionally with internal partners (i.e. Credit, Shipping, eComm, strategic) to identify problems, make order adjustments, initiation of warranty/repairs, initiation of credits/returns, etc.  and recommend process changes or solutions to achieve the best results 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, as requiredAttempt 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 Attend and participate in any Department Meetings, Product Knowledge or Technical Training Sessions as requiredCreates a selling environment whenever possible in the call center Assist Customer Service Manager with reports, system maintenance, special projects, etc., when necessaryResponds to customer web inquiries regarding online products, returns and orders. Assists customers with product selection, answers basic questions, and suggests various product options that are available. Documents customer issues and ensures prompt and proper resolution.Utilize CRM system (Dynamics) to record, track, and manage all customer interactionsMonitors Oracle EBS System interface to ensure orders are not stuck in transmission from DemandWare as requiredActively participate in team atmosphere to achieve department and company goalsContribute to team and company success through regular, ongoing training programsPerforms other responsibilities and tasks as assignedEducation, Training, Professional Certification and Work Experience:Completion of a High school graduation diploma.  College or University graduate preferred1-4 years of successful customer service experience in a service environment is preferredWorking knowledge of golf products not required, but would be an assetKnowledge and Skills RequirementsDemonstrates initiative and is motivated to get the job doneIdeal candidates must be highly energetic and motivated Strong written, communication and interpersonal skills are a mustProficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)Proficient with TaylorMade Golf Company’s operating systems preferred (Oracle EBS, Dynamics CRM, DeamndWare, B2B, Business Objects, etc.) and possesses aptitude to learn new systems quicklyShould be positive, patient, and dedicated, ability to handle conflict and stays calm while handling challenging situationsOrganization and Time Management skills, can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlinesBilingual in French and English preferredPassion/interest/knowledge for golf preferredWork Environment / Physical RequirementsLight physical effort required lifting or moving lightweight materialsNormal office conditions with extensive computer and phone usageAbility to work extended hours as seasonally requiredAble to work efficiently and accurately in an atmosphere of frequent interruptionThe above description is intended to show in general terms, the responsibilities for which the position exists and the type, level and work which must be satisfactorily performed in order to be successful in the position.  However, this description is not intended to be an all-inclusive listing of work requirements nor an all-inclusive list of skills and abilities required to do the job. While this is intended to be an accurate reflection of the current position, management reserves the right to add, modify, change or rescind the duties, responsibilities and activities or to make reasonable accommodations so that qualified employees can perform the essential functions at any time with or without notice. #LI-TA1#LI-Hybrid