Consumer Customer Service Specialist

D’Addario & Company is the largest manufacturer and distributor of musical instrument accessories in the world. As a US based manufacturing company, we pride ourselves on high automation machinery and innovative technology, as well as our commitment to environmentally sustainable practices. Through our D'Addario Foundation we are committed to helping make music education possible and ensuring thousands of children can participate in instrument instruction programs in under-served communities. Most importantly, we pride ourselves on our diverse team of individuals who commit to the embodiment of our core values of curiosity, passion, candor, family and responsibility and translate them into action every day.

This position is responsible for maintaining the highest level of consumer customer service (B2C) expected from D’Addario & Company. This position is the primary customer service contact for all consumer service-related communications, inquiries and issues. The person holding this position will conduct related tasks for D’Addario’s consumer customer service areas including but not limited to; written, email, phone and web communications, product returns, recalls & product warnings and when applicable consumer related events.

This is a hybrid role and will require the candidate to work onsite in the Farmingdale, Long Island Headquarters office three days a week.

Here at D’Addario, not only do we offer a competitive compensation package, but the opportunity to build a career with an icon in the music industry. We are eager to connect with individuals with all types of diverse backgrounds, thinking and perspectives. If you are interested, please apply, and tell us how you would add value to our team.

Just a few of the benefits and perks of working at D’Addario:

• Health, vision, and dental insurance
• Assisted Reproduction/Fertility benefits
• 401k retirement plan with a very generous employer contribution
• Paid Time Off (PTO)
• Flexible sick day policy
• 12 Paid Holidays
• Life and AD&D Insurance
• Enhanced Short-term disability insurance
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Discounts on D’Addario products and merchandise
• Company jam nights, holiday parties and special events
• An awesome team of colleagues who are passionate about what they do!!!
  
  
  

Responsibilities

• Receives and/or reviews incoming phone calls, either offering a response, or delegating to the most appropriate respondent with proper background information provided. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Reviews all written communications and emails, either offering a response, or delegating to the most appropriate respondent with proper background information provided.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Based on consumer interaction, assists with tracking and creation of FAQs for updates to websites. In addition, alert the Product Management team of any discrepancies on the website.
• Handles all QC based returns with consumers as required
• Works closely with our QC department to confirm fulfillments of all returns is done in a timely manner and to the consumer’s complete satisfaction
• Logs all quality-oriented complaints and notifies appropriate product team or QC personnel, when applicable.
• Regularly interacts with Product Management teams for intelligence, trends, consumer feedback, etc. related to product design, quality or usability
• Primary contact for any “emergency situations” such as product alerts or recalls handling all consumer related communications, data bases, and procedures.
• Works with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Goes the extra mile to engage customers
• Proactive engagement with high-value purchasers
• Assist with questions/solutions reguarding D’Addario’s loyalty program, Players Circle.
• Manages order support and returns for orders placed on daddario.com
  
  
  

Qualifications

• Associates degree in Business or a related field preferred
• 3 to 5 years of customer service experience preferred
• Customer Service team or strategy management a plus
• In-depth knowledge and understanding of the following D’Addario brands; Fretted, Woodwinds, Orchestral, Accessories, Evans, and Promark
• Awareness of key B2C marketing or brand initiatives (marketing, promotions, clinics/events, new products, etc.)
• Possess good communication skills both on an interpersonal level as well as a presentation level (may be called upon to lead/facilitate a limited amount of consumer presentations or tours)
• Excellent grammar, punctuation, and spelling
• Possess good computer skills with solid working knowledge of Word, Outlook, Excel and the Internet.
• Ability to multi-task, prioritize and manage time effectively
• Knowledge in a customer service platform / CRM (Zendesk, Intercom, Salesforce, etc) a plus
  
  
  

The hourly rate for this position will be determined based on experience, ranging from $20.00 to $25.00 per hour.