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Customer Care Drone Representative
3 months ago
Requirements
The Company
Lumenier, formed in June 2013, and GetFPV.com, formed in 2010, is a designer, manufacturer, distributor and online retailer of high-end drone equipment, components, and replacement parts. The company provides various FPV (first person view) products including motors, propellers, antennas, lipos (batteries), airframes, and many more items. In additional to their own websites, Lumenier products are sold through a wide variety of online retailers including Amazon.com and through various distribution channels.
Lumenier and GetFPV.com currently sell primarily to the end consumer. However, the demand in drone use in commercial markets is growing rapidly and Lumenier is expanding their business to business sales efforts selling both commercially and to OEM drone manufacturers. Consumer drones are primarily used for cinematography, racing and hobby use. Commercial drones have several potential uses such as search and rescue, surveillance, agriculture, inspection, mapping, and package delivery. It is estimated, that the drone market will grow from its current volume of $7.8B today to over $60B by 2020.
The company is headquartered in Sarasota, Florida with a newly built, open environment facility and a second facility based in Shenzhen, China. For more information, please visit the Company’s websites: www.lumenier.com and www.getfpv.com
Position Summary
This Customer Care Representative (“CCR”) is primarily responsible for order management processes with the resellers (wholesalers, dealers, internet retailers brick & mortar retailers) and OEM channels. Order management entails overseeing the end-to-end process from order entry to shipping and invoicing. The CCR is also responsible for handling customer inquiries and Return Merchandise Authorization. The CCR may also introduce cross-selling/ up-selling activities and support outbound marketing campaigns.
Key Responsibilities
● Manage Amazon Vendor Central and Amazon Seller Central sales channels. Support efforts to ensure products are represented correctly at Amazon.com and inventories properly managed.
● Become a friendly, trusted order management expert. This includes a detailed understanding of Lumenier’s products features and functionality, and a basic understanding of the drone industry.
● Respond to customer inquiries in a prompt and precise manner
● “Own” the sales order from inception to ultimate shipping and invoicing utilized order management tools.
● Notify customers of any change in order status or issues related to their order
● Suggest other products to add to order.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
● Customer Service Orientated - Provide customers with a VIP, red carpet experience via upbeat, positive attitude on the phone, through email and other online communication methods
● Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
● Teamwork – Works in coordination with the sales managers in the reseller and OEM markets. Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
● Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
● Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
● Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Education and Experience
● 5+ years of progressive customer care experience in a buy-resale business model
● Minimum Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combo of education and experience.
● Interest in or knowledge of radio control devices, drones, aeronautics, or mechanical devices preferred.
Technology Skills
● Must be able to master new systems and technologies quickly. ERP, CRM, and Help Desk Support system experience very helpful.
● Experience with Amazon Vendor Central or Amazon Seller Central helpful
● MS Office Suite
Work Environment
Individual will work normal daytime business hours Monday through Friday in Sarasota, Florida corporate office with 30+ other employees. We have an open floor plan with a high degree of interaction. Must be authorized to work in the United States.
Benefits
13 Days of PTO and 6 Paid Holidays, Healthcare coverage, 401K + more
