Customer Service Representative I

4 days ago


Grand Rapids, Michigan, United States Baudville Brands Full time
About the Opportunity:

As a Customer Service Representative at Baudville Brands, you will be responsible for responding to customer inquiries by telephone, email, and chat to provide resolution and facilitate order fulfillment. This role requires entering appropriate data into systems and utilizing various software applications, including internal and external websites, telephone systems, CRM applications, and other resources. All transactions must be conducted accurately, courteously, and in a timely manner.

Duties and Responsibilities:
  • Resolve all inbound customer inquiries via phone, web, chat & email, promptly to completion.
  • Follow all policies and procedures to ensure accuracy and consistency.
  • Problem-solve and handle all issues appropriately.
  • Ability to meet and exceed all monitoring criteria and utilize feedback for further development.
  • Obtain specific information and keep records of all customer communication in the JOT2 note fields.
  • Have knowledge of all product lines to be able to efficiently and effectively communicate options and appropriate products to customers.
  • Support company, team, and individual goals.
  • Understand and carry out instructions and duties as assigned by Leadership.
Key Measures of Success:
  • Must be highly detail-orientated to achieve a 99.85% accuracy rate or better for all entered orders.
  • Process 100% of web orders in a timely manner to allow same day shipping SLA's to be met, as promised in our marketing materials.
  • Contribution towards department service level goal of answering each call within 15 seconds 92% of the time or greater.
  • Follows call flow and consistently scores 90% or higher on monitored calls.
Requirements:
  • High School Diploma or equivalent
  • 2-5 years of customer service experience desired.
  • Position is mainly sedentary. Must be able to work in an on-site office environment with a sustained posture in a seated position. Requires attentiveness and computer operation for prolonged periods.
Our Winning Culture Offers:
  • A world-class work environment with a strong focus on employee satisfaction and growth.
  • Performance-based compensation commensurate with experience including annual salary and discretionary bonus.
  • Stability of a privately held, employee-focused business with 38+ years of rich and diverse history.
  • Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability.
  • Company-sponsored 401K with 100% vested match.
  • Tuition Reimbursement.
  • Paid Parental Leave.
  • A peer group of proven winners ready to grow our successful business to new levels.


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