What are the responsibilities and job description for the Customer Service Representative position at Hoyt Archery Inc?
Position Overview:
The Customer Relations Representative will manage all aspects of customer account management, including receiving and processing customer orders, addressing inquiries and complaints, and offering technical advice on our products and services. This role is essential in building and maintaining positive customer relationships while supporting various internal departments.
Key Responsibilities:
Customer Service & Order Management:
- Answer incoming calls and emails from dealers, sales representatives, and consumers.
- Process and enter customer orders accurately and efficiently.
- Provide timely updates on order status, product information, and warranty details.
- Resolve customer complaints related to deliveries, order discrepancies, or product issues.
- Issue Return Authorizations for defective products according to company policy.
- Suggest additional products or special promotions to enhance customer sales.
Account Maintenance:
- Foster positive relationships with new and existing customers.
- Communicate issues and relay information between internal departments, such as credit, shipping, planning, warranty, and engineering.
- Address credit issues with the credit department, track shipments with the shipping team, and provide updates on backorders.
Departmental Support:
- Assist with the mailing of catalogs, technical bulletins, and promotional materials.
- Contribute to updating internal policies and procedures.
- Support marketing efforts for trade shows, sales meetings, and other special projects.
Requirements:
Education & Experience:
- High school diploma or equivalent (required); advanced education is a plus.
- 2 years of customer service or telemarketing experience required.
- Archery experience is required.
Skills & Abilities:
- Positive attitude and excellent interpersonal skills.
- Exceptional communication skills, both over the phone and via email.
- Strong organizational skills and attention to detail.
- Ability to solve problems and make decisions independently.
- Basic computer and typing skills.
Why Hoyt?
- A supportive, collaborative work environment.
- Opportunities for growth and development.
- Employee discounts on Hoyt products.
- A chance to be part of a company that is a leader in the archery industry.
