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Client Support Specialist

2 months ago

Batavia, Illinois, United States Blue Wave Products. Full time
Job Overview

Company Overview:

Blue Wave Products stands as a prominent manufacturer and importer of home and leisure goods. Our extensive clientele includes leading retailers across the US and Canada, such as Amazon, Wayfair, Home Depot, Lowe's, and Overstock. The company manages over 2,500 SKUs across four primary product categories: Pool & Leisure (including Above Ground Pools, Pool Liners, Winter and Safety Covers, Cleaners, Pumps and Filters, Floats, Toys, and Accessories), Indoor and Outdoor Games (such as Billiards, Air Hockey, Shuffleboards, Darts, etc.), Infrared Saunas (1-4 Person Hemlock and Cedar Wood Saunas), and Patio Furniture (including Umbrellas, Hammocks, Patio Sets, Lounge Chairs, etc.). Our operations are based in a state-of-the-art facility.

Core Responsibilities:

As a Customer Service Representative at Blue Wave, your role will involve providing exceptional support to dealers regarding orders, product inquiries, order tracking, delivery issues, returns, shortages, and missing components. You will ensure that dealers receive unparalleled service in line with our marketing philosophy.

Your main duties will include managing customer inventory effectively, ensuring accurate order entry, fulfillment, and timely shipping. You will be the primary contact for client interactions, utilizing problem-solving techniques and critical thinking to maintain robust client relationships.

Key Duties:

  • Respond to all customer inquiries within a 24-hour timeframe.
  • Process daily orders received before the designated cut-off time.
  • Maintain an order entry error rate of 0.2% or less.
  • Continuously enhance knowledge of our expanding product line.
  • Troubleshoot and resolve customer issues and disputes efficiently.
  • Coordinate with warehouse personnel to ensure proper documentation.
  • Understand each dealer's unique business requirements and provide tailored service to foster strong business relationships.
  • Address a variety of inquiries via phone and email regarding quotes, products, orders, shipments, returns, billing, missing parts, and warranty concerns.
  • Accurately enter orders with the goal of same-day shipment.
  • Assist dealers in comprehending company policies and procedures.
  • Help obtain quotes from manufacturers for custom products.
  • Prepare dealer reports as requested on a daily or weekly basis.
  • Collaborate cross-functionally to provide one-call resolution for customer/dealer issues.
  • Recommend process improvements to management for enhanced efficiency.
  • Meet team objectives related to inbound call management and order accuracy.
  • Ensure accurate documentation of information and share it with team members.
  • Perform additional tasks as assigned by the Customer Service Manager.

Qualifications:

  • Excellent communication, problem-solving, and decision-making abilities.
  • Basic computer proficiency is required.
  • Typing speed of 50 WPM is preferred.
  • 3-5 years of customer service experience, preferably in a manufacturing or distribution setting.
  • Experience engaging with a diverse range of customer channels (retail and wholesale).
  • High school diploma or equivalent is required.
  • Ability to thrive in a fast-paced, team-oriented environment.
  • Capability to sit for extended periods.
  • Regularly work on a computer and focus on a screen or monitor.
  • Ability to navigate safely within an office environment.

Work Environment:

This position requires regular office attendance with a flexible remote work option.

Employee Benefits:

  • Medical, Dental, and Vision coverage.
  • Company-paid Life Insurance.
  • Discretionary bonuses.
  • Profit Sharing 401K plan.
  • Three weeks of paid vacation (accrual).
  • Ten paid holidays.