CUSTOMER SERVICE REPRESENTATIVE - Weatherby, Inc.

DESCRIPTION

Customer Service Department (CS) will provide "Best in The Industry" product and customer support, service, solutions, and resolution to our customers. Customer Service Representatives (CSR) work directly with our customers to resolve issues to the customer's satisfaction under the direct supervision of the Customer Service Supervisor.

• A level I CSR is learning the role and becoming proficient in both quality and pace, as well as understanding the language, tone, and confidence in good customer communications.
• A level II CSR is well versed in all troubleshooting, resource use and can easily keep up with both phone and email traffic with excellent customer first attitude. This requires additional multitasking skills, a calm demeanor and typically comes with time in the Level I role.
• A level III CSR has exceptional quality (very few escalations) that comes with experience and excellent social cues, knowing what the customer needs to hear to be satisfied as well as exceptional pace in answering calls, emails, and chats. This level makes time and takes initiative to work on projects that help the department as a whole as well as helping lower-level CSRs grow in their execution of their job. Mentorship is essential for a level III CSR.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Correspond with customer and other company personnel including billing, credit, sales, service, and shipping, to obtain facts and provide resolution regarding customer issues
  • Examine pertinent information to determine accuracy of customer issues and to determine responsibility for errors
  • Notify customer and designated personnel of findings, adjustments and recommendations including exchange of merchandise, refund of money, credit to customer's account or adjustment of customer's bill
• Recommend CS improvements in product, packaging, shipping methods, service or billing methods and procedures to prevent future complaints of similar nature
• Examine merchandise to determine accuracy of complaint
• Examine records including bills, computer printouts, microfilm, bills of lading, and related documents and correspondence
• Follow-up on recommended adjustments to ensure customer satisfaction
• Enter customer information into computer to obtain computerized records
• Investigate overdue and damaged shipments
• Enter sales orders into current accounting/inventory system
• Process cancellations, updates to orders, credits and re-bills
• Run open order reports
• Research and respond to inventory inquiries
• Service order data entry
• Initiate and process Return Merchandise Authorizations (RMAs),
• Research tracking number issues
• Process payments for services rendered
• Handle service order inquiries
• Update customer records.
• Retail store coverage including face to face customer interactions

ADDITIONAL DUTIES AND RESPONSIBILITIES

Other duties as assigned including but not limited to helping in production as demand in Customer Service fluctuates.

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.

Education & Experience

• Associate degree (A.A.) from two-year college or university; or six months to one-year related experience and/or training; or equivalent combination of education and experience

Competencies

• Communication proficiency
  • Excellent English language written and oral communication skills
  • Ability to read and interpret documents including safety rules, operating and maintenance instructions and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers and employees
• Customer/Client focus
• Problem solving and analysis
  • Ability to add, subtract, multiply, and divide in all units of United States measure, using whole numbers, common fractions, and decimals
  • Ability to compute rate, ratio and percent and to create and interpret bar graphs
  • 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
  • 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
• Time management
• Teamwork orientation
• Technical capacity
  • Seeking an individual with firearm knowledge, field experience and/or technical background.
  • Knowledge of NetSuite, Sage, and/or enterprise sales order entry, process cancellation, order update, credit and re-bill
  • Ability to run open order reports, research and respond to inventory inquiries, process credit card orders
  • Ability to enter service order data, initiate and process RMAs (return merchandise authorization)
  • Ability to research tracking number issues, process call tags, process payment for services rendered
  • Ability to handle service order inquiries, warranty claim processing and customer maintenance updates
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
  • Ability to apply concepts of basic algebra and geometry.

ACCOUNTABILITIES and MEASURES

Meet objective goals assigned by Customer Service Manager during performance evaluations.

PHYSICAL REQUIREMENTS

While performing the duties of this job the employee is required to acknowledge:

• Working expectations: This is largely a sedentary role, however while performing the duties of this job the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• Specific vision abilities: Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Weight requirement: Office/clerical- The employee must occasionally lift and/or move up to 42 pounds and carry up to 15 pounds.

AMERICANS WITH DISABILITY SPECIFICATIONS 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.

WORK ENVIRONMENT

While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate. This job operates in a clerical office setting, routinely uses standard office equipment including computers, telephones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, this position may be exposed to the manufacturing environment and be exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in this work environment can be loud.

EQUAL OPPORTUNITY EMPLOYER

Weatherby is committed to creating a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

DISCLAIMER

Must be 18 or older, work is on site in Sheridan, WY and pre-employment testing includes drug and alcohol testing, physical requirements and background check.