What are the responsibilities and job description for the Customer Relations Specialist position at Bestway USA, Inc.?
Description
At Bestway USA, our passions and innovations come to life thanks to the people who work here. We value diversity and believe that different backgrounds, ideas, and perspectives help us spread happiness and create a culture of positivity. We embrace flexibility and many of our positions offer a hybrid work-from-home schedule. Bestway USA was selected as one of the top companies to work for in Arizona for 3 consecutive years, most recently in 2023! We generously start all employees with at least 20 days of paid time off annually and 11 paid holidays. We are a hard-working, casual, dog-friendly company (yes, your polite and playful pup is always welcome at our office!). We invest in our employees' - and their families - health; we believe this is part of your total compensation, so we strive to keep employee costs low and contribute thousands each year to every plan's premium. Our Core Values of Respect, Recognition, Accountability, Leadership, and Communication guide our decision making, how we engage with others, and how we lead our teams.
The Customer Relations Specialist role is responsible for all tasks necessary to effectively handle consumer complaints via a myriad of incoming sources, including but not limited to retailers (Costco, Sam’s Club, Walmart, etc.), and websites such as Bazaar Voice and BBB, etc. In addition, this position will handle research of liability claims and internal department requests from Sales, Marketing, etc., as well as planning and coordination of Bestway training for new Customer Service Representatives.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Research and determine a suitable outcome and respond to consumer complaints on the Better Business Bureau portal, as well as internal system transactions (i.e. service orders) to handle resolution of these complaints
- Research and determine a suitable outcome and respond to consumer complaints of major Bestway retailers, such as Costco, Sam’s Club, Walmart, Coleman, Menards, Academy, etc. –, and the retailer as required, as well as internal system transactions (i.e. service orders) to handle resolution of these complaints
- Respond to consumer complaints via other websites such as Bazaar Voice, Google, etc.
- Provide timely and accurate information to customers and retailers for issuing warranty claims, order status and product knowledge requests
- Research liability claims when a consumer states that their property or person received damage due to a Bestway product, including gathering the facts related to the damage, and launch a liability investigation in coordination with the Sr. VP of Operations and the Bestway legal team.
- Handle all miscellaneous Customer Service requests from other internal departments such as Sales, Marketing, etc., and external Bestway Sales Representatives.
- Coordinate Customer Service training for new hires, including planning the agenda, class greeter, preparation of materials, and coordinating with HR to communicate training schedules to class attendees etc.
- Coordinate with parcel carriers for lost or damaged shipments
- Execute customer service strategies developed by the customer service leadership to meet customer expectations and department metrics and goals
- Assist Customer Service with inbound and outbound calls and warranty claim approvals as needed during peak periods
- Assist with data analysis of Customer Service trends and other reporting needs.
- Other duties as assigned.
Requirements
Competencies:
- Possess a high attention to detail
- Ability to multitask effectively
- Strong time management and organization skills
- Ability to analyze and problem solve
- Excellent oral and written communication skills
- Ability to adapt and work with advancing and changing technology
- Understanding of customer service, product warranty claims, seasonal business nature, knowledge of outdoor summer product lines a plus.
Required Education and Experience:
- Bachelors Degree Preferred, or 5 Years of Equivalent Experience
Bestway (USA) Inc. is proud to be an Equal Opportunity Employer. All employment decisions at Bestway will be based on merit, qualifications, and abilities. We do not discriminate upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Salary : $40,000 - $45,000
