What are the responsibilities and job description for the Order Management Representative position at Escalade Sports?
Position Title: Order Management Representative
Reporting to: Customer Service Manager
Location: Bristol, WI
Status: Non-Exempt
Job Purpose: To deliver exceptional service and support to Brunswick Billiards Group customers by demonstrating resourcefulness, driving results, managing conflicts effectively, and learning quickly. This role involves resolving order issues, managing customers’ requests and inquiries, and providing product guidance.
Essential Duties / Responsibilities
Reporting to: Customer Service Manager
Location: Bristol, WI
Status: Non-Exempt
Job Purpose: To deliver exceptional service and support to Brunswick Billiards Group customers by demonstrating resourcefulness, driving results, managing conflicts effectively, and learning quickly. This role involves resolving order issues, managing customers’ requests and inquiries, and providing product guidance.
Essential Duties / Responsibilities
- Employ creativity and resourcefulness to address and resolve dealer and consumer inquiries, utilizing product knowledge and available resources.
- Take proactive steps to resolve customer issues efficiently and effectively, ensuring high levels of satisfaction and timely resolution.
- Handle and de-escalate conflicts with customers or vendors diplomatically and professionally, seeking win-win solutions and maintaining positive relationships.
- Clearly and effectively communicate with customers, vendors, and internal teams through various channels (tickets, phone calls, chats) to ensure accurate information and resolution of issues.
- Communicates identified product situations to proper internal departments.
- Quickly adapt to new product information, processes, and technologies, ensuring up-to-date knowledge and the ability to respond to evolving customer needs and market conditions.
- Thrive in a strong team environment with cross-functional groups working together to meet or exceed department goals.
Qualifications & Requirements
- 1-2 years of customer service experience, with demonstrated ability to handle a diverse range of customer interactions and resolve issues effectively.
- Exceptional verbal and written communication abilities to articulate information clearly and engage effectively with customers and internal teams.
- Solid knowledge of computer software (Microsoft Office) ) and the ability to quickly learn new systems and tools as required.
- Organized and analytical
- Capable of working independently, demonstrating initiative, and taking action to resolve issues and drive results with minimal supervision.
Physical Demands
- Position requires sitting, talking and listening at least 2/3 of the time
- Occasional lifting up to 10 pounds
Working Conditions
- Office environment
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; other duties may be assigned.