Customer Programs Support Specialist

Summary Description:

The Customer Programs Support Specialist will support two departments: 1833 Shop and Customer Service, splitting time equally between the departments. This role is responsible for forecasting and purchasing of resale items and other resale duties as assigned and will manage consumer inquiries associated with billing and shipment information, etc. to respond to customer inquiries relating to a variety of subjects, such as requests for MOC & Loyalty programs, and1833 Shop consumer-based inquires. This will be an approximate split of responsibility of 50/50 between 1833 resale and customer service-related inquires.

This role requires a working knowledge of Martin Loyalty Programs, Gear, Accessories, and Strings. Must be creative in making quick decisions in the best interest of the Company and take ownership of complaints from inception to resolution ensuring a proper and satisfactory closing is achieved.

Specific Duties and Responsibilities:

1. Forecasting for gear and accessories (resale).

2. Purchasing for resale items, includes creating requisitions and purchase orders, as well as all follow up.

3. Deal directly with Resale and Loyalty consumer inquires in a consistently positive manner while handling a high volume of incoming communication in a fast-paced environment.

4. Training and use of CRM for emails, phone calls, and chat.

5. Answer internal and external customer inquiries regarding Resale items and Loyalty Programs.

6. Must be willing to continually attend computer and customer service training.

7. Support and knowledge of the Martin Owner Club and all other Loyalty Programs

8. Must be able to effectively troubleshoot complex technical issues in-person, over the phone or by email without continual assistance.

9. Research, gather necessary data and reply accurately to consumers.

10. Maintain file of correspondence received, sent, or requiring additional action.

11. Support receptionists’ and 1833 shop positions as a substitute or as needed.

12. Assist with tour guide needs as required and be familiar with online tour reservations.

13. Ability to create customers and their orders in Syteline as well as process customer returns in cooperation with Accounts Receivable.

14. Support Guitar Makers Connection and it’s functions as needed.

15. Perform all other duties or functions as assigned by your manager(s) either 1833 or Customer Service as time and needs allow.

16. Take ownership of complaints from inception to resolution ensuring a professional, proper and satisfactory closing is achieved.

17. Support company strategic incentives and goals.

18. Participate in special projects as needed or required.

19. Treat coworkers and visitors equally without regard to race, age, creed, color, religion, gender, national origin, alienage, ancestry, citizenship status, sex, marital status, arrest record, gender identity, veteran status, disability or handicap, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Position Requirements:

· Superior oral and written communication skills

· Basic proficiency in Microsoft Office programs, particularly Outlook, Word and Excel

· Clear understanding of the Company’s continuous improvement philosophies and Operating Values

· Ability to recognize improvement needs throughout his/her areas of responsibility

· Must be tactful and be able to handle challenging situations professionally and calmly

Core Competencies:

· Adaptability

· Communication

· Decision Making

· Planning & Organizing Work

· Commitment to Personal Learning/Knowledge Growth

Job Type: Full-time

Pay: $24.00 - $29.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: One location

Salary : $24 - $29