6-Month Contract (March to August)
The Customer Service 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. 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) 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
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.