Customer Service Representative

POSITION PURPOSE

Provide excellent customer service, warranty, and technical support directly to our customers
Assist customers with all orders, product, and return related inquiries
Assist web and marketing team in assuring a smooth and positive customer experience on our website
Be a customer advocate and understand our brand voices

PRINCIPAL ACCOUNTABILITIES

All Brands- K2, Ride, Line, Full Tilt, Atlas, Tubbs, and Madshus
Achieve company financial objectives through proactive sales order entry and management
Answer incoming phone calls consumers through our ACD (automatic call distribution) lines in a timely and professional manner
Respond to emails from consumers within our shared application, Front, in a friendly and timely manner
Provide excellent customer service to consumers through strong verbal and written communication skills
Understand technical and non-technical aspects of multiple product lines, including marketing programs, spare parts available for use/purchase and best use practices.
Understand and follow standard operating procedures for order and return management
Collect, file and maintain documents and correspondence from customers
Work closely with Credit dept for the timely release of orders and customer reconciliation issues
Maintain product knowledge through clinics, sales meetings, trade shows and industry publications
Process requests for Return Authorizations (issue RA#s) in compliance with K2 return and warranty policies
Anticipate, analyze, define and solve problems in a timely manner, including delivery issues, misships, and pricing issues
Communicate extensively with supervisor regarding workload and issues as they arise

See also