Customer Experience Specialist (6-Month Contract) (R0000854)

Contract: March to August 2021

Position Summary:

The Customer Experience Specialist 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.

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 and accounts, received via telephone, fax, 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) to identify problems, make order adjustments and recommend process changes or solutions to achieve the best results

• 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

• Assist in monitoring online payment processing solutions for eCommerce

• Performs other responsibilities and tasks as assigned

Education, Training, Professional Certification and Work Experience:

• Ideal candidates must be highly energetic and motivated

• 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

• Strong written, communication and interpersonal skills are a must

• Ability to use Microsoft Office products - Word, Excel and PowerPoint required

• Proficient with TaylorMade Golf Company’s operating systems preferred (Oracle, B2B, Business Objects, etc.)

• 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

Work Environment / Physical Requirements:

• Light physical effort required lifting or moving lightweight materials

• Normal office conditions, consistent phone use

• Ability to work extended hours as seasonally required

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.