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Specialist Customer Service
3 months ago
A member of TaylorMade’s Customer Service Team, this position is focused on delivering the best customer service in the industry while maximizing all support opportunities via inbound and outbound phone, email and chat activity. Acts as the primary contact for incoming customer service questions. Each Customer Service Specialist is expected to have a strong understanding of all TaylorMade product offerings and sales programs in addition to a working knowledge of the appropriate operating systems. This position works in highly collaborative, relational team environment where accountability and ownership for results is paramount.
Essential Functions And Key Responsibilities
Project a positive, helpful attitude while being an active listener to attend to multiple tasks and responsibilities
Handles a wide variety of customer calls, emails, and chats to answer customer questions and/or identify service needs.
Processes appropriate action including inputting orders, initiation of warranty/repairs, initiation of credits/returns, etc.
Attempt First Call Resolution (FCR) for all customer calls: utilize problem solving skills and available resources, enhance customer relationships by building trust, resolve issues promptly and completely
Monitor daily reporting, including fraud holds, online trade-in program, current open orders, custom orders and gift card program; take appropriate action to ensure that orders are flowing through system and completed in accordance with team metrics
Work cross-functionally with internal partners (i.e. Credit, Fulfillment, Distribution) to identify problems, make order adjustment, recommend process changes or solutions to achieve the best results
Maximize time, upsell opportunities and effectiveness on inbound calls with customers.
Utilize CRM system (Dynamics) to record, track, and manage all customer interactions.
Consistently monitors Oracle EBS System interface to ensure orders are not stuck in transmission from DemandWare.
Maximize time, upsell opportunities and effectiveness on inbound calls with customers.
Performs other related duties and assignments as required.
Knowledge And Skills Requirements
Proven in-depth knowledge of TaylorMade Customer Services practices and processes required
Excellent customer service and smooth inter-company communication
Fluent English with superior written and verbal communication, interpersonal and persuasion skills to interact with all levels of the organization
Excellent interpersonal and listening skills with the ability to recognize and deal tactfully and diplomatically with customers and staff
Excellent presentation and training skills
Ability to instruct and lead others to complete the assigned tasks
Ability to work as a leader in a fast-paced, time-sensitive team environment
Ability to work across teams and manage priorities to accomplish multiple tasks is required
Strong organizational skills and attention to detail
Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)
Proficient in Oracle EBS, Dynamics CRM, DemandWare, GNav, Cricket, etc, and possesses aptitude to learn new systems quickly
Passion/interest/knowledge for golf required
Education, Work Experience, And Professional Certifications
High school diploma or GED required
Previous customer service experience preferred
Working knowledge of golf products required
Work Environment / Physical Requirements
Normal office conditions with extensive computer and phone usage
Ability to work extended hours as necessary
Able to work efficiently and accurately in an atmosphere of frequent interruption
Light physical effort equal to frequent lifting or moving of lightweight materials
TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected starting base pay for this position is $22 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.
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