Company Description

PAR WEST is a leading provider of golf courses, driving ranges, golf carts, landscape and sports field maintenance equipment, and accessories. With over 50 years of combined industry experience, we are dedicated to offering outstanding customer service and reliability. We proudly represent top-quality turf maintenance equipment manufacturers and serve many customers, including golf courses, sports facilities, municipalities, and landscape contractors.

Role Description

This is a full-time on-site role for a Customer Service Representative at our location in Huntington Beach, CA. The Customer Service Representative will provide excellent customer support, ensure customer satisfaction, and deliver a positive customer experience. As our business's first point of contact, this individual must be kind, patient, and knowledgeable of all Par West products and internal processes. Our Customer Service Representative acts as a liaison, providing product information, order updates, order tracking, and resolving any emerging problem our customer accounts might face by providing accuracy and efficiency.

Customer Service:

• Receives and responds to customer inquiries, order updates, and support emails for all online and offline sales channels
• Enters sales orders daily into our NetSuite ERP
• Ensures superior customer experience by addressing customer concerns promptly
• Maintains accurate records and documents all customer service process errors
• Develops customer satisfaction goals and coordinates with the Sales/Marketing and Operations teams to meet them on a steady basis
• Identifies customer service trends and determines system improvements
• Enforces company policies and procedures to develop standards
• Investigate and resolve customer inquiries and complaints in a timely and empathetic manner
• Coordinates with warehouse managers to troubleshoot shipping discrepancies
• Handles open claims for all lost and/or damaged NetSuite orders
• Addresses returns, refunds, credits, and tracking numbers for all NetSuite orders
• Communicates regularly with sales/marketing and operations teams regarding all open NetSuite orders

Data Processing:

• Responsible for auditing NetSuite open order records for accuracy
• Responsible for processing orders and customer data within closely defined procedures
• Enters Customer data into databases in a timely and accurate manner
• Produces weekly Open Order reports using advanced Excel spreadsheet functions
• Assists with researching and enhancing Inventory automation methodologies

Skills and Experience Required:

• Customer Service Experience
• Data Entry Experience
• Basic accounting duties
• Advanced knowledge of Excel and Microsoft Office
• Excellent oral and written communication skills
• Highly organized and detail-oriented
• Problem-solving techniques
• Warehouse operation experience is a plus
• Experience with NetSuite Management and WooCommerce is preferable
• Ability to multi-task while maintaining careful attention to detail
• Ability to excel in a team environment along with the ability to work independently, efficiently, and effectively
• Ability to apply acquired knowledge to identify, analyze issues, and determine root cause(s)