Customer Service Rep

Customer Service Representative

Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide. Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.

Our company is a blend of experience and diverse backgrounds, and together we look to move the game forward, and we want top-notch people to join us in that mission!

By joining Callaway Golf, you also join part of the portfolio of brands within Topgolf Callaway Brands, an unrivaled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment, with a portfolio of global brands including Topgolf, Callaway Golf, TravisMathew, Toptracer, Odyssey, OGIO, and World Golf Tour ("WGT"). "Modern Golf" is the dynamic and inclusive ecosystem that includes both on-course and off-course golf.

The Customer Service Representative is responsible for handling a high volume of incoming calls from Callaway Golf Accounts and Consumers. Incumbent is responsible for responding to product related questions and setting up return authorizations for warranty and non-warranty issues. Responsible for building and fostering relationships with accounts and consumers by exceeding customer expectations on every call.

Roles and Responsibilities

• Handle an average of 100 incoming account / consumer calls per day exceeding customer's expectations on each interaction.
• Responsible for explaining the features and benefits of Callaway's past and current product lines.
• Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP.
• Responsible for processing return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary.
• Process SAP transactions including sales orders.
• Respond to inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders.
• Service overflow new sales order requests from accounts, using Sales skills to cross-sell / up-sell.
• Troubleshoot account and consumer problems as well as UPS tracing / follow up as necessary.
• Responsible for directly handling service requests for 3-4 Outside Sales Representatives.
• Stay abreast of industry current events and trends.
• Demonstrate use of good customer service skills to provide excellent customer service on every interaction.
• Utilize efficiencies in multi-tasking to operate simultaneously in SAP, Callaway Connect, Outlook, and Intranet based tools and minimize AUX time.
• Proficient in basic sales skills to process overflow Sales order requests and manage order status inquiries.
• Work with Repair Coordinator and Customer Service Adjustments Coordinator to troubleshoot shipping, billing and repair issues.
• Process ZV17's to ensure return authorization for repairs are processed quickly.
• Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy.

Physical Requirements

Technical Competencies (Knowledge, Skills & Abilities)

LI-AL1

Inclusion & Diversity : As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, supporting them to bring their authentic selves to work every day.

If your experience is close to what we're looking for, please consider applying. Experience comes in many forms, skills are transferable, and passion goes a long way. We know that diverse backgrounds and experiences make for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply. We look forward to learning more about you.

21.54 - 26.90 - 32.26 USD Hourly