Customer Service Representative - Bell + Giro

Customer Service Representative

The Customer Service Representative provides prompt and courteous support to our customers by answering requests concerning products, shipments and deliveries and placing orders for products. The Customer Service Rep addresses all customer inquiries with the highest degree of professionalism and product knowledge. This position is in an extremely, customer-focused area and requires a positive individual who provides our customers confidence in our products, people and processes.

Essential Functions :

• Answer customer inquiries by clarifying desired information, researching and providing information. Communicate with customers through a variety of meansby telephone; by e-mail, live chat, fax, and regular mail
• Order entry for any manual orders (those not received by B2B or EDI). Includes stocking orders, preseason orders, closeout orders, credits and RA's. Expectation is entering "at once" orders (to be shipped ASAP) same day received and no later than next day if received after 3 : 00 p.m. CST. Goal is 100% accuracy in order entry. Expectation of entry of preseason / program orders is same day for ASAP portion and no more than 1 week for future ships.
• Work closely and communicate with the outside sales force and sales management as needed
• Perform daily office functions in the Customer Service office, including phone calls, filing, copying, faxing, correspondence, email etc.
• Answer questions regarding products, availability, pricing, shipping, preseason programs, and general sales policies
• Process orders for vendors and sales representatives. Fulfill customer requests for information, literature and other merchandise requests. Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel and any promotional items
• Report any problems with SAP which might prevent the entry or accuracy of orders immediately to the CS Manager and IT Help Desk for resolution. Assist with SAP testing and problem resolution as requested by the IT group or Management
• Investigate order errors and delays and shipping complications and work closely with DC to determine root cause and prevention
• Order maintenance which includes ZAFR report, Customer Service Blocks, cancelation dates and obsolete materials on a daily basis. Notify customers and reps of any orders that will not ship as promised. Take appropriate action as requested by customer and / or sales rep as it pertains to an order. Make any necessary changes to existing orders due to availability, distribution issues or other adjustments that may arise
• Work with the credit department as needed to get orders released in a timely manner, when applicable
• Strive for first call resolution of issues
• Travel as required
• Assist with B2B / EDI testing as required
• Assist with B2B / EDI issues including reporting technical issues, training issues, customer assistance with site, etc.
• Assist in the Employee Purchase Program as needed
• Attends webinars and calls when needed to enhance training or product knowledge
• Assist Customer Service / Consumer Services Directors / Managers / Supervisors with special projects or as needed
• Perform other customer service related duties as directed
• Use resources appropriately to achieve daily tasks as associated with position

Safety

Flexibility

Company and Corporate Responsibilities

Education and Training :

Skills and Abilities :

Pay Range : $17.80 - $24.00

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills / achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including : medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities / Females / Protected Veteran / Disabled