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Brand Specialist

2 months ago

Columbia, United States Pure Fishing Full time

Pure Fishing is a global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia®, Berkley®,Fenwick®, Frabill®, PENN®, Pflueger®, Plano®, Savage Gear®, Shakespeare®, SpiderWire®, Ugly Stik®, and many more. The brands that came together to form Pure Fishing were founded by inventors and innovators responsible for many of the advancements in the fishing tackle industry that anglers worldwide benefit from today. Our team of industry-leading experts and our global network of operations and innovation hubs strive to find those next innovations and produce world-class products designed to delight our consumers, strengthen business for our customers, and build love for our brands globally.

But to us fishing is not just about business, it is about time shared with family and friends, for some the peace derived from time on the water or for others the thrill of the battle and satisfaction of the earned triumph, and for all that feeling you get with every catch. We are a passionate team hungry to win while dedicated to creating memorable experiences with our brands and products and helping anglers everywhere have more fun catching more fish. We want your next day on the water to be your best day on the water. At Pure Fishing we have high expectations for Execution, we strive to Empower our people every day, expect and encourage Authenticity.

Brand Specialist

Location: Columbia, SC

Responsible for working towards best-in-class service while receiving, processing, and entering orders and accounting related workflow; handling Sale, Consumer inquiries and complaints in a timely fashion; interacting with consumers and customers through the contact center via chat rooms, websites, emails, social media, phone calls, faxes, etc. and/or for account management on selected brand accounts. Individuals are expected to identify and be an active participant in process improvements that mutually benefit the Consumer, Customer and Pure Fishing, work towards providing best in class service, while demonstrating the values and behaviors of Pure Fishing.

What you will do:
• Apply various instructions and promotions to orders as necessary.
• Receive and enter orders and process warranty/returns.
• Provide product, price and availability information to consumers and customers.
• Provide exceptional service to each consumer, customer and sales team member by focusing on meeting their needs through courteous attention to details, timely follow-up on all requests and issues, while maintaining a desire to serve the consumer/customer.
• Provide positive interaction and reinforces brand identity through various contact center outlets.
• Answer inquiries on status of orders and follows through on all commitments made to consumers/customers in a timely manner.
• Partner with marketing/brand team to communicate what consumers are saying regarding brands, both positive and negative feedback.
• Responsible for providing input to supervisor and team, working towards improving the department and/or service to our consumers/customers so as to provide Best in Class service.
• Handle requests for credit or problem resolution related to warranty/returns, shipping discrepancies, pricing issues, and order errors.
• Monitor and report on accounts/brands. This includes, but is not limited to, identifying specific needs of the accounts/brands, ensuring timely delivery of product, ensuring accuracy at all times, and reporting pertinent details and possible solutions to supervisor.
• Participate in and provide training and expertise to department and co-workers to meet Mission of department and consumer/customer needs.
• Other duties as assigned.

The ideal candidate will have:
• Must have the ability to demonstrate a positive attitude, flexibility and willingness for continuous improvement and learning.
• Must have good written and verbal communication skills as well as team leadership skills.
• Must have good understanding of all contact center outlets and demonstrated ability to interact with consumers/customers so as to build brands and loyalty.
• Must have good data entry skills and prior computer experience in word processing and spreadsheets.
• Ability to calculate figures and amounts such as discounts, interest, and commissions.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be willing to travel.
• Must be committed to the customer and consumer and demonstrated ownership.
• Must have time management skills and the ability to prioritize.
• Must be an effective team player/leader and problem solver.
• Ability to work effectively and multitask in a contact center environment (calls, emails, chat, etc.).

Additional qualifications that will help you be successful in this role:
• High school diploma is required. College degree preferred.
• Prefer service related experience.
• Prefer Microsoft Office experience.