Customer Service Representative

About the Brand

Callaway Golf Company is a premium golf equipment, gear, and apparel company with a portfolio of global brands, including Callaway Golf, Odyssey, TravisMathew, and OGIO. Through an unwavering commitment to innovation and premium craftsmanship, Callaway designs, manufactures, and sells high-performance golf clubs, golf balls, apparel, bags, and other accessories—setting the standard for performance in the game of golf.

The company’s mission is to create demonstrably superior and pleasingly different products powered by innovative technology and premium craftsmanship, enabling golfers of all abilities to play their best and find more joy in the game. Callaway blends experience and diverse backgrounds to move the game forward.

About the Role

The Customer Service Representative (CSR) provides exceptional customer support across Callaway Golf’s CGI ecommerce channels. This role manages inbound customer service interactions while also supporting operational order queues and consumer email inquiries. The CSR serves as a knowledgeable resource for customers, combining strong product knowledge, technical expertise, problem-solving skills, and a customer-first approach to deliver an outstanding experience across every interaction.

Responsibilities

• Manage inbound customer service calls across CGI e-commerce channels, including: CallawayGolf.com, CallawayGolfPreowned.com, CallawayGolf.Ca, CallawayGolfPreowned.Ca, and CallawayGolfVIP.com.
• Deliver exceptional customer support through strong product knowledge, technical expertise, and effective problem resolution.
• Proactively manage operational order queues, including customer emails, callbacks, order updates, and inventory-related inquiries.
• Identify customer needs and provide accurate, timely, and appropriate solutions.
• Maintain a positive, customer-focused service culture that supports teamwork, accountability, and continuous improvement.
• Build and maintain productive relationships with peers, leadership, and cross-functional business partners.
• Demonstrate strong alignment with core competencies, including Integrity, Customer Experience, Leadership, and Strategic Agility.
• Develop and maintain working knowledge of Callaway Golf Pre-Owned, SHOP, Spree, Gift Card, Proline Pre-Owned, and VIP business channels.
• Adapt to changing business priorities, customer needs, and operational requirements.
• Maintain a flexible hybrid work schedule, including evenings, weekends, and holidays as assigned.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of two years of sales, customer service, or call center experience.
• Extensive knowledge of the golf industry.
• Previous call center, contact center, sales, or telemarketing experience preferred.
• Experience supporting e-commerce customers or working with order management systems is preferred.

Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship-building skills.
• Advanced computer and digital navigation skills with the ability to work across multiple systems and platforms.
• Strong analytical, critical-thinking, and creative problem-solving abilities.
• Ability to effectively assess situations, make sound decisions, and drive issues to resolution.
• Ability to build consensus through clear communication, collaboration, and positive working relationships.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• In-depth knowledge of the golf industry, including products, trends, customer preferences, and e-commerce expectations.
• Ability to learn and apply new systems, processes, products, and business requirements quickly.

Work Environment & Physical Requirements

• Work is performed primarily in a professional office or designated home-office workstation as part of a hybrid work environment.
• Regular use of computers, telephones, calculators, copiers, and other standard office equipment and business software.
• Ability to remain seated and work at a computer for extended periods.
• Ability to effectively communicate with customers and business partners through telephone, email, and digital communication channels.

Schedule

Flexible hybrid work schedule, including evenings, weekends, and holidays as assigned.