Customer Service Representative

4 weeks ago


Alma, Michigan, United States Avalon & Tahoe Manufacturing Full time
Job Summary:

The Customer Service Representative plays a vital role in supporting and caring for the customers of Avalon & Tahoe. This includes dealers, sales representatives, boat owners, and anyone interested in Avalon & Tahoe products. The primary responsibility is to assist customers in their region, while also providing support for other regions when needed.

Key Responsibilities:
  1. Assist dealers in fulfilling part and warranty orders in a timely and efficient manner.
  2. Connect boat owners with their dealerships for their primary needs, and work with both parties to reestablish a healthy relationship.
  3. Process and provide the most efficient shipping options for customers, including UPS, FED-EX, GTS, and Avalon & Tahoe Trucks when necessary.
  4. Provide accurate and helpful responses to customer inquiries, resolving issues with adequate answers, parts, processes, and connections to other team members.
  5. Ensure accuracy of order entry with supplied customer information and internal order-specific documentation.
  6. Monitor and expedite open orders from your region to ensure timely processing, including truck shipments, GTS, pick-ups, and other logistics.
  7. Follow up with customers to confirm items are in process, especially when there are alterations to the original plan.
  8. Maintain all records associated with Customer Service, including warranty records, service orders, order trackers, call logs, and other relevant documentation.
  9. Participate in training events to grow knowledge of professional customer service techniques and stay up-to-date with Avalon & Tahoe products and processes.
  10. Assist other Customer Service Representatives to balance workload and/or in their absence.
  11. Support the Customer Service Manager on special projects, including international orders, rework boats, vendor accountability, and social media response.
  12. Wear PPE at all times when on the production floor.
  13. Notify leadership of any problems that cannot be resolved with another team member.
  14. Notify leadership of equipment, tool, product, or other needs necessary to perform the job effectively.
  15. Contribute ideas to drive continuous improvement efforts.
  16. Clean, maintain, and organize the work area.


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