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
• Process and coordinate all requests from assigned sales reps, accounts and direct to customers received via telephone, live chat, mail or otherwise, following existing Company policies, procedures and programs including:
  • Accurate order entry and release of orders for processing
  • Accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.
  • Process and coordinate all custom orders received.   Follow up directly with account on all backorders.
  • Process, coordinate and investigate Account shipment claims or return requests
• 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 required
• 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
• Attend and participate in any Department Meetings, Product Knowledge or Technical Training Sessions as required
• Creates a selling environment whenever possible in the call center
• Assist Customer Service Manager with reports, system maintenance, special projects, etc., when necessary
• Responds 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 interactions
• Monitors Oracle EBS System interface to ensure orders are not stuck in transmission from DemandWare as required
• Actively participate in team atmosphere to achieve department and company goals
• Contribute to team and company success through regular, ongoing training programs
• Performs other responsibilities and tasks as assigned

Education, Training, Professional Certification and Work Experience:

• 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
• Working knowledge of golf products not required, but would be an asset

Knowledge and Skills Requirements

• Demonstrates initiative and is motivated to get the job done
• Ideal candidates must be highly energetic and motivated
• Strong written, communication and interpersonal skills are a must
• Proficient 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 quickly
• Should be positive, patient, and dedicated, ability to handle conflict and stays calm while handling challenging situations
• Organization and Time Management skills, can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines
• Bilingual in French and English preferred
• Passion/interest/knowledge for golf preferred

Work Environment / Physical Requirements

• Light physical effort required lifting or moving lightweight materials
• Normal office conditions with extensive computer and phone usage
• Ability to work extended hours as seasonally required
• Able to work efficiently and accurately in an atmosphere of frequent interruption

The 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. 

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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.