Customer Service Representative

1 month ago

Dallas, Texas, United States Callaway Golf Full time
About the Role:

The Customer Service Representative will be responsible for handling a high volume of incoming calls from Callaway Golf accounts and consumers. This role requires excellent communication skills, a strong understanding of Callaway Golf products, and the ability to provide exceptional customer service.

Key Responsibilities:
  • Handle an average of 100 incoming account/consumer calls per day, exceeding customer expectations on each interaction.
  • Explain the features and benefits of Callaway Golf's past and current product lines.
  • Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP.
  • Process SAP transactions, including sales orders.
  • Respond to inquiries from accounts and consumers regarding the status of sales and customer service orders.
  • Service overflow new sales order requests from accounts, using sales skills to cross-sell/up-sell.
  • Troubleshoot account and consumer problems, as well as UPS tracing/follow-up as necessary.
  • Responsible for directly handling service requests for 3-4 Outside Sales Representatives.
  • Stay abreast of industry current events and trends.
  • Demonstrate the use of good customer service skills to provide excellent customer service on every interaction.
  • Utilize efficiencies in multi-tasking to operate simultaneously in SAP, Callaway Connect, Outlook, and Intranet-based tools and minimize AUX time.
  • Proficient in basic sales skills to process overflow sales order requests and manage order status inquiries.
  • Work with Repair Coordinator and Customer Service Adjustments Coordinator to troubleshoot shipping, billing, and repair issues.
  • Process ZV17's to ensure return authorization for repairs are processed quickly.
  • Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy.
Requirements:
  • Bachelor's degree (B.A.) from a four-year college or university.
  • Minimum 3 years related golf or customer service experience and/or training; or equivalent combination of education and experience preferred.
Working Conditions:
  • Work is performed in a designated professional office workstation and environment.
  • Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
  • Occasionally required to perform simple grasping, use hand for fine manipulation, and to reach above shoulder level.
  • Occasionally required to lift and/or carry up to 25 pounds.
  • Required by this job to have close vision and ability to adjust focus.
Disclaimer:

This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. Distribution of this item outside of the Company without an authorized release is a violation of Company policy.

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