Customer Service Representative

On-site in Kingsville, TX (201 E Kleberg Ave, Kingsville, TX 78363). Full-time regular position.

About the role

Customer Service & Call Center role focused on delivering professional support, processing returns and exchanges, handling mail and administrative tasks, and coordinating across departments to resolve customer issues.

Responsibilities

• Answer incoming customer service calls promptly and professionally.
• Provide accurate information regarding products, orders, availability, shipping, delivery, returns, exchanges, and company policies.
• Assist customers with placing orders and resolving order-related questions.
• Research customer orders and provide accurate status updates.
• Handle customer complaints and concerns professionally and courteously; de-escalate difficult situations and work toward resolutions.
• Handle escalated customer calls and determine appropriate actions.
• Document customer interactions, concerns, resolutions, and follow-up requirements accurately in the system.
• Follow established call handling procedures, customer service standards, and escalation protocols.
• Respond to customer emails and other inquiries as assigned.
• Follow up with customers when additional information or action is required.
• Process customer returns and exchanges in accordance with company policies.
• Review return and exchange requests for accuracy and completeness.
• Coordinate with appropriate departments or distribution center regarding returned merchandise.
• Monitor the status of returns and exchanges through completion.
• Communicate return and exchange instructions clearly to customers.
• Identify recurring product, shipping, or fulfillment issues and communicate trends to management.
• Escalate unusual, high-value, or customer-sensitive return and exchange situations as appropriate.
• Retrieve, sort, and distribute mail from the company’s designated PO Box.
• Ensure customer service correspondence and important mail is routed promptly.
• Assist with general customer service administrative duties as assigned.
• Maintain organized customer service records and documentation.
• Work closely with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to resolve customer issues.
• Communicate order discrepancies, damaged merchandise, shortages, shipping issues, and other concerns to the appropriate department.
• Assist in identifying process issues that may negatively affect the customer experience.
• Follow up on outstanding issues until resolved or properly transferred.
• Maintain a strong understanding of company products, services, policies, and procedures.
• Treat every customer with courtesy, professionalism, and respect.
• Take ownership of customer concerns rather than transferring customers between departments.
• Listen carefully and ask appropriate questions to understand customer needs.
• Provide accurate information and avoid making commitments that cannot be fulfilled.
• Protect customer information and maintain confidentiality.
• Strive to resolve customer concerns during the initial interaction whenever possible.
• Recognize when an issue requires management involvement and escalate appropriately.
• Represent King Ranch Saddle Shop and its brand positively in every customer interaction.
• Maintain consistent attendance and punctuality; be available and ready to take calls during scheduled working hours.
• Follow established call center procedures and productivity expectations.
• Maintain accurate call and customer interaction records.
• Use company telephone, CRM, order management, email, and other systems as required.
• Maintain a clean, organized, and professional work area.
• Participate in product, system, and customer service training.
• Remain current on company policies, promotions, products, and procedures.
• Assist other Customer Service team members during periods of high call volume.
• Perform other duties and special projects as assigned by management.

Requirements

• High school diploma or equivalent.
• 5+ years of experience working in customer service or in a call center (required).
• Experience with coaching, training, and motivating employees (preferred).
• Working knowledge of Excel, MS Word, email, cash register, and basic office equipment.
• Ability to sit and work at a computer keyboard for extended periods.
• Ability to stoop, kneel, and bend on a daily basis.
• Ability to lift up to 25 pounds.
• Physical ability to perform general office administrative activities.
• Ability to lift and carry up to 25 pounds when assisting in retail or moving merchandise/mail.

Skills

• Interpersonal and customer service skills.
• Analytical and problem-solving skills.
• Multitasking and organizational skills.
• Ability to answer a high volume of calls and/or emails daily.
• Ability to collaborate within a customer service team.
• Attentiveness and patience.
• Time-management skills.
• Ability to find the positive in any situation.

About Us

King Ranch, Inc. is committed to providing a culture focused on core values, including being a team player, honesty, accountability, willingness to learn, and excellence. Employees are expected to safeguard the legacy of the organization by giving their best each day.