This job is archived
Jack Wolfskin, a global eco-performance apparel brand, was founded in 1981 on the tenants of product sustainability, functionality and quality. The company is now one of the major suppliers of outdoor products across the world with a versatile portfolio of smartly- and sustainably-engineered technologies, including its popular Texapore group of materials. Jack Wolfskin is headquartered in Germany, and is poised to establish its brand and grow strategically within the North American market.
The Customer Service Representative is responsible for handling a high volume of incoming calls from Accounts and Consumers. Incumbent is responsible for responding to product related questions and setting up return authorizations for warranty and non-warranty issues. Responsible for building and fostering relationships with accounts and consumers by exceeding customer expectations on every call.
ROLES AND RESPONSIBILITIES
&bull Handle incoming account/consumer calls per day exceeding customer&rsquos expectations on each interaction.
&bull Responsible for explaining the features and benefits of past and current product lines.
&bull Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP.
&bull Responsible for processing return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary.
&bull Process SAP transactions including sales orders
&bull Respond to inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders.
&bull Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell as appropriate
&bull Trouble shoot account and consumer problems as well as UPS tracing/follow up as necessary.
&bull Responsible for directly handling service requests from internal partners.
&bull Stay abreast of industry current events and trends.
&bull Demonstrate use of good customer service skills to provide excellent customer service on every interaction.
&bull Utilize efficiencies in multi-tasking to operate simultaneously in tools such as SAP, Callaway Connect, Outlook and Intranet based tools and minimize AUX time.
&bull Proficient in basic sales skills to process overflow Sales order requests and manage order status inquiries as appropriate.
&bull Work with Repair Coordinator and Customer Service Adjustments Coordinator to trouble shoot shipping, billing and repair issues.
&bull Process return authorizations as appropriate.
&bull Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy.
TECHNICAL COMPETENCIES Knowledge, Skills & Abilities
&bull Basic knowledgeable in SAP-Sales Inquiry, order entry, and processing return authorizations.
&bull Strong Customer Service and relationship building skills.
&bull Knowledgeable in assigned product line.
&bull Problem Solving and ability to handle difficult Customers.
&bull Analytical, Detail-oriented, Flexible and Decisive.
&bull Demonstrated ability to work in an organized and efficient manner while multi-tasking.
&bull Demonstrated ability to use MS Word and Excel.
EDUCATION AND EXPERIENCE
&bull Bachelor&rsquos degree B.A. from four-year college or university
&bull Minimum 3 years related customer service experience and/or training or equivalent combination of education and experience preferred.
Callaway Golf is an Equal Opportunity Employer