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Client Support Specialist

2 months ago

Littleton, New Hampshire, United States Adventure Ready Brands Full time

Position: Customer Service Representative

Company Overview: Adventure Ready Brands is dedicated to fostering a passion for outdoor exploration. With a robust history and a diverse portfolio of brands aimed at enhancing outdoor experiences, we are committed to driving growth through key initiatives that emphasize Sales Excellence, Operational Efficiency, and a Culture of Leadership and Growth.

Role Overview: The Customer Service Representative is responsible for managing orders and returns, ensuring customer satisfaction, and providing comprehensive support in sales, office, and data management.

Key Responsibilities:

  • Adhere to Standard Operating Procedures for processing all orders, both EDI and non-EDI.
  • Execute Standard Operating Procedures for handling credit memos and returns.
  • Manage backorders effectively and communicate updates to customers and sales teams.
  • Maintain the CRM database to track account statuses and actions taken.
  • Regularly update contact information to ensure accuracy.
  • Complete assigned tasks diligently and follow up on order confirmations and shipping details.
  • Respond to customer inquiries via email and phone, resolving issues promptly and professionally.
  • Empower to make decisions based on customer needs and feedback.
  • Document customer complaints appropriately to ensure compliance with quality standards.
  • Collaborate with Sales Managers on customer program issues.
  • Draft and update procedures for customer service operations.
  • Maintain customer accounts and pricing files in the system.
  • Handle EDI trading partner documents and acknowledgments.
  • Provide backup support for reception duties when necessary.
  • Coordinate with logistics for specific shipping requirements.
  • Research and report on quality assurance incidents.
  • Enhance product knowledge through available resources.
  • Offer constructive feedback for process improvements.
  • Perform additional duties as assigned.

Qualifications:

  • High school diploma or equivalent.
  • Exceptional verbal and written communication skills.
  • Strong customer service and interpersonal abilities.
  • Proficient in Microsoft Office Suite and possess strong computer skills.
  • Detail-oriented with excellent phone etiquette.
  • Maintain a pleasant and professional demeanor.