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Customer Service Representative

2 months ago

Manteca, California, United States 5.11 Tactical Full time

Job Summary

The Customer Service Representative will provide exceptional customer service to all customers, ensuring a superior level of satisfaction with every interaction. This role requires enthusiasm, patience, and excellent problem-solving skills to work in a fast-paced environment.

Key Responsibilities

  • Login and answer phone calls as directed by manager
  • Respond to inquiries by email and phone concerning order status, price, availability, and product information within 1 business day
  • Ensure order entry is complete and accurate within 1 business day of receipt or as indicated by assigned deadlines
  • Monitor order releases to the Distribution Center in a timely manner
  • Track and communicate order progress up to and including delivery to customers and/or the sales team using various system applications
  • Issue and enter Return Authorizations, shipping labels, and/or credits
  • Research and resolve customer issues, complaints, and/or comments in a timely manner
  • Assist customers with navigating the website or B2B platform to promote self-service
  • Understand and document customer requirements for assigned accounts

Requirements

  • High School diploma or equivalent
  • 1-3 years prior experience in Customer Service preferred
  • Bi-lingual English/Spanish required when working with International Accounts
  • Experience with Microsoft Outlook, Word, and Excel; 10-key by touch
  • Working knowledge of Dynamics AX or similar ERP software preferred

Competencies

  • Strive to continuously build knowledge and skills
  • Great attention to detail
  • Contributes to building a positive team spirit; asks for and offers help when needed
  • Meets productivity standards; looks for ways to improve and promote quality
  • Accepts responsibility for own actions; treats people with respect and consideration
  • Works with integrity and upholds organizational values
  • Adheres to 5.11 Policies and Procedures
  • Observes safety and security procedures; reports potentially unsafe conditions to manager

Equal Opportunity Employer

5.11 Tactical is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.