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Customer Support Coordinator

2 months ago

Bristol, Rhode Island, United States TotalBoat + Jamestown Distributors Full time
Company Overview
The TotalBoat brand, established in Bristol, Rhode Island, specializes in marine-grade products designed for boat enthusiasts. Since its inception in 2012, TotalBoat has expanded its offerings to include a comprehensive range of adhesives and coatings tailored for makers across various industries. As a family-run business under Jamestown Distributors, a leader in marine and building supplies for over 40 years, we are committed to innovation and quality.

Position Summary
We are seeking a dedicated individual to fill the role of Customer Support Specialist within our Total Support Team (TST). This position is crucial in enhancing the connection between TotalBoat and our valued customers. The ideal candidate will possess a strong background in order management and a passion for delivering exceptional customer service.

Key Responsibilities
  • Order Management: Oversee the remote order queue on our website, ensuring prompt and accurate fulfillment.
  • Amazon Customer Support: Address customer inquiries, manage returns, and respond to reviews. Ensure precise processing of orders and returns while communicating shipping details and resolving discrepancies.
  • Customer Interaction: Provide assistance through inbound phone calls, chat, and email support tickets, ensuring customer satisfaction by delivering accurate information regarding order status, product specifications, and company policies.
  • Technical Support: Utilize our extensive Product Support Knowledge Base to assist customers with TotalBoat products and document any product issues or performance anomalies.
  • Collaboration: Work alongside various departments to enhance the overall customer experience.

Additional Responsibilities
  • Identify and propose opportunities for continuous improvement in processes and programs.
  • Report potential issues to the Total Support Team Manager.
  • Manage the Satisfaction Guarantee replacement account.
  • Perform additional duties as assigned by management.

Qualifications
  • Education: An Associate's degree is required; a Bachelor's degree is preferred.
  • Experience: A minimum of 2 years in a related field is necessary.
  • Communication Skills: Strong written and verbal communication abilities, with a capacity for cross-functional dialogue.
  • Multitasking Ability: Proven capability to manage multiple tasks efficiently.
  • Technical Skills: Proficient in computer applications, particularly Google Suite; familiarity with Epicor Eclipse ERP or similar software is advantageous.
  • Industry Knowledge: Understanding of boat repair or experience with woodworking and epoxy products is a significant plus.

What We Offer
This role operates in a hybrid format, requiring in-office presence a minimum of three days per week. We provide a range of benefits, including:
  • Shop Night
  • 8 paid personal days
  • Discounted Gym Membership
  • Employee Product Discounts
  • A fun and engaging work environment
  • 401(K) plan with a 3% company contribution
  • Life Insurance and Long-Term Disability coverage
  • Weekly pay schedule
  • Paid Time Off
  • 9 Paid Company Holidays
  • Free Kayak rentals
  • Opportunities for career advancement

Core Values
We uphold the following core values: MAKE IT SIMPLE, LISTEN TO CUSTOMERS, NEVER SAY DIE, HAVE FUN, CONTINUOUSLY IMPROVE.

Jamestown Distributors is an Equal Opportunity Employer committed to fostering diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, gender identity, or any other category protected by applicable federal, state, or local laws.