As a member of the Customer Service Team, this position is focused on delivering the best customer service in the industry for all of our brands. This position is responsible for assisting in driving all service processes within the custom embroidery team, tracked from the time we receive an order through the point of delivery to the customer. They will work in partnership with multiple departments to ensure organization, departmental, and team goals are in-sync. This position requires the ability to multi-task in a fast-paced, team-oriented atmosphere with heavy emphasis on reporting, order book management, and the fulfillment of key department initiatives. It also requires the ability to utilize resources cross-departmentally to ensure customer-facing service standards are met.
Essential Functions & Key Responsibilities:
- Coordinate with IT to identify, prioritize, and develop solutions on all embroidery application issues, upgrades, and enhancements to be delivered in scheduled development sprints.
- Create and monitor Vendor Domo cards used to coordinate daily with vendors in order to identify late or at risk shipments as well as opportunities to support increased embroidery/logo capacity as needed.
- Perform occasional vendor visits to promote a collaborative working relationship as well as ensure Vendor can deliver committed capacity, understand best practices, and have contingencies if they fall behind.
- Coordinate with the Planning team to understand incoming inventory receipts versus Order Book activity to proactively highlight and address any potential discrepancies that will result in late orders.
- Main point of contact for communicating information to the sales force regarding fulfillment lead times.
- Plan and help facilitate training on new programs, processes and products for custom embroidery teams.
- Assists the embroidery teams in delegating and prioritizes departmental tasks.
- Facilitates and leads all daily communication with vendor base.
- Works directly with Operations team to improve current procedures, including weekly meeting to submit buys and manage on hand inventory.
- Responsible for handling escalated Customer complaints and providing solutions.
- Manages inventory levels and order book. Communicates with team to ensure effective order flow and execution
- Utilizes DOMO for recurring reporting on Order Management, Financials, Planning, and Statistics reporting.
- Manages high profile orders (corporate projects, management groups, VIP etc.).
- Handles incoming customer calls and emails on an as needed basis.
- Receives requests for price quotations, purchase orders, order changes, adjustments, and cancellations from customers. Advises customers and places orders.
- Works directly with Production Artist to ensure artwork accuracy with regards to orders submitted directly to the vendor.
- Participates in team atmosphere working towards achieving department and company goals.
- Actively participates in ongoing training programs as administered by supervisors/trainers.
- Must meet standard service agent measurements/targets established by department manager.
- Perform other duties and assignments as required.
Knowledge & Skills Requirements:
- Strong work ethic
- Superior Interpersonal skills are a must
- Knowledge of custom embroidery processes and best practices
- Ability to comprehend and communicate technical product specifications across a wide audience
- Excellent verbal communication skills. Demonstrated ability to deal tactfully and diplomatically with customers and staff
- Effective listening skills; able to recognize and direct customer’s needs
- Demonstrated data entry skills
- Proven ability to work in a team-oriented, collaborative environment
- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)
- Strong English written and verbal communication skills and ability to interact with all levels
Education, Training and Experience
- High school diploma or equivalent required; Bachelors degree preferred
- 3+ years of experience in sales/customer service-related position, preferable in consumer goods and/or technical product experience
- Must have golf industry product knowledge and sound technical understanding
Work Environment / Physical Requirements
- Normal office conditions with extensive phone and computer use
- Able to work overtime and/or extended hours as required
- Recurring travel to other offices required
- Potential for occasional travel to sales meetings, vendor visits and trade shows.
TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected base pay range for this position is $26.00 - $30.00 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
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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.
