Customer Satisfaction Specialist

Perform a variety of customer service duties including receiving and entering customer orders; responding to customer questions, inquiries, and complaints; providing premium customer service to our customers and our dealers. Support both the sales and marketing departments with all activities.

Duties require effective verbal and written communications skills; visual attention to written detail along with analysis of computer data; manual coordination in operation of keyboard equipment.

LOCATION: North Brookfield, MA

SALARY RANGE: $45,000-$60,000

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

1.    Provide premium customer service and support to our dealers and consumers via phone and email.

2.    Educate customers on the Vibram brand, related products, and features.

3.    Manage and answer inquiries relating to order process including order entry, shipping, inventory, and order status.

4.    Analyze reports and anticipate customer needs.

5.    Execute all directives in support of the business as requested and within the timeframe specified.

6.  Regular and reliable attendance is a requirement of the job.

7.  Perform other similar duties requested or as assigned by supervisor.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

·      High school diploma required. 

·      Bachelor of Arts Degree preferred and/or minimum of 3-4 years of relevant footwear/retail sales experience. 

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest commissions, proportions, percentages, area circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

·       Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations, uses reason even when dealing with emotional topics.

·       Customer Service – Manages difficult or emotional customer situations, responses promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meet commitments.

·       Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others; ideas and tries new things.

·       Oral and Written Communication – Speaks and writes clearly and persuasively in positive and negative situations; listens and gets clarification; responses well to questions, demonstrates group presentation skills, participates in meetings.

·       Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others; views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.

·       Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

·       Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

REASONING ABILITY                   

Ability to apply common sense understanding to carry out instructions furnished in written oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS                                                

To perform this job successfully, an individual should have knowledge of

·       Database software;

·       Internet software;

·       Microsoft Office;

Vibram is a growth company looking for team members to grow with it. Vibram offers a generous total rewards package, casual work environment and a collaborative atmosphere for professional development.

Vibram is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.