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Customer Care Associate

2 months ago

Carlsbad, United States Callaway Golf Full time

Customer Service Representative

Job Category: Customer Support/Service Requisition Number: CUSTO02954

Job Overview

At Callaway Golf Company, we pride ourselves on being a premier provider of high-performance golf equipment, and we strive to create an engaging work environment. Our culture is rooted in innovation, integrity, and respect, and we are committed to making golf accessible and enjoyable for all.

The role of the Customer Service Representative involves managing a significant volume of incoming inquiries from both Callaway Golf accounts and consumers. This position is essential in addressing product-related queries and facilitating return authorizations for both warranty and non-warranty situations. Building and nurturing relationships with our accounts and consumers is crucial, as we aim to exceed expectations with every interaction.

Roles and Responsibilities

  • Handle approximately 100 incoming calls daily, ensuring exceptional service on each interaction.
  • Provide detailed explanations of the features and advantages of Callaway's product lines.
  • Make informed decisions regarding warranty and non-warranty matters and process return authorizations using SAP.
  • Evaluate and request pricing adjustments for accounts as necessary.
  • Process sales orders and manage inquiries regarding the status of orders.
  • Assist with new sales order requests, utilizing sales skills to enhance customer satisfaction.
  • Troubleshoot issues for accounts and consumers, including shipping and billing inquiries.
  • Support Outside Sales Representatives with service requests.
  • Stay informed about industry trends and developments.
  • Exhibit strong customer service skills to ensure a positive experience for every customer.
  • Efficiently multitask using SAP, Callaway Connect, Outlook, and other tools to minimize downtime.
  • Work collaboratively with the Repair Coordinator and Customer Service Adjustments Coordinator to resolve issues.
  • Process return authorizations swiftly to ensure timely service.
  • Be prepared to undertake special projects and training as assigned, completing them with accuracy and thoroughness.

Technical Competencies (Knowledge, Skills & Abilities)

  • Basic knowledge of SAP, including sales inquiries and order processing.
  • Strong customer service and relationship-building abilities.
  • Familiarity with Callaway Golf products and their impact on performance.
  • Problem-solving skills and the ability to manage challenging customer interactions.
  • Detail-oriented, flexible, and decisive in approach.
  • Ability to work efficiently while managing multiple tasks.
  • Proficient in Microsoft Word and Excel.

Education and Experience

A Bachelor's degree (B.A.) from an accredited institution is preferred, along with a minimum of three years of relevant experience in golf or customer service, or an equivalent combination of education and experience.

Callaway Golf is an Equal Opportunity Employer.