What are the responsibilities and job description for the Customer Service Representative position at Exxel Outdoors LLC?
POSITION SUMMARY:
The Customer Service Representative (CSR) role is responsible for delivering the highest quality customer service possible to our consumers. The CSR contributes to the success of Exxel Brands by guiding customers to find the right outdoor product for their needs by answering product questions, providing technical support for our products, and assisting consumers with the warranty and return processes via phone and email. This position is responsible for entering consumer and warranty sales orders and issuing Return Authorizations for credit memos.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Delivers exceptional and timely customer service to our consumers via phone and email regarding product, sales orders, and warranty/repair questions
- Data entry of sales orders, audits all orders for accuracy in style number, quantity, pricing, etc. Corrects errors as required based on current inventory. Establishes shipping priorities and communicates costs and methods, while ensuring shipments are expedited and tracked, as needed.
- Coordinates information as needed with Sales, Product Development, and the Distribution Centers.
- Works closely with the inventory team and the parts warehouse to communicate proper needs of warranty parts.
- Trains in various processes for receiving and shipping warranty repairs, utilizing shipping software, tracking spreadsheets, and managing tickets in a standardized format.
- Trains in processes to process and ship warranty orders to customers using Navision, FedEx, UPS and USPS software programs
- Handles all aspects of Return Authorizations for consumers.
- Maintains proper files and records for all Consumer service activities.
- Manages daily emails in an accurate and efficient manner.
- Works on projects that enhance and/or streamline processes.
- Writes standard documentation using an established format.
- Maintains PRO applications and customer feedback by brand assignment and ensure they are kept current.
QUALIFICATIONS/SKILLS
- Minimum of 2 years of Customer Service experience. Preferably in consumer products, retail or dealer-based environment. Sales experience preferred.
- Excellent interpersonal and communication skills with a patient and friendly demeanor.
- Must be a team player and have the ability and desire to earn the respect of team members through actions and contributions.
- Proficient in Microsoft Office (Excel, Word, Outlook).
- Proficient in multitasking and time management.
- Personal knowledge/experience in outdoor leisure consumer products is a huge plus.
WORK ENVIRONMENT
A collaborative, open space work environment located in our Haleyville Alabama facility in the office space. There are approximately 125 employees in the facility.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk; sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
OTHER DUTIES AS ASSIGNED
This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of Exxel Outdoors, LLC, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
