KJUS | Lead Customer Service Representative

Responsibilities

• Primary trainer for Customer Service New Hires
• On-boarding, training, and establishing consistent communication with the new hire
• Document, maintain, and constantly improve customer service policy and procedures with support of Customer Operations Manager
• Monitor key KPIs for customer service excellence and work with Customer Operations Manager to ensure team is reaching target
• Lead in managing the accuracy, availability, and data integrity of inventory across all business systems
• Provide consistent support and direction to team members to ensure customer and sales rep inquiries are attended to in a timely, accurate manner
• Expert in answering phone calls and customer emails to address customer concerns in a professional, efficient, and caring manner
• Evaluate, process, and complete warranty claims with professionalism and superior customer service
• Work with 3PL partners to ensure the end customer experience meets KJUS standards via order prioritization, inventory allocation, and development of processes and procedures
• Retain a vast understanding of product lines and a resource for the customer service team
• Accurately, timely fulfill and ship orders with the support of the customer service team
• Responsible for entering & processing pre book orders with support from the customer service team
• Provide sales, product, pricing, and inventory data as required by sales team
• Offer general administrative support to operations, sales, and marketing departments
• Aid in order processing, re-order requests, and warranties
• Maintain customer files, orders, correspondence, invoices, payments with support from the customer service team

Qualifications

• High school diploma or equivalent, bachelor’s degree preferred
• Minimum 5 years of eCommerce or customer service experience
• Client and service oriented, reliable, and flexible personality with a high dedication to service
• Excellent communication and interpersonal skills
• Extended periods of time sitting and/or standing, occasional lifting
• Proficient computer skills (MS Office, Outlook)
• Strong organizational skills with attention to detail
• A passion for outdoor sports industry

Benefits

• 15 days vacation
• 12 paid holidays
• 6 sick days
• Medical
• Dental
• Vision
• 401k
• and more!

Pay

Pay Range: $55,098.00-$66,076.00

Ready to Make an Impact?

Join us at KJUS and be part of a team that values excellence and innovation.

EEO

Acushnet Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.

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