Cascade Maverik: Customer Solutions Representative

Customer Solutions Representative

Liverpool, NY, US

Working at Cascade Maverik is like playing on a championship team. Everyone on the team has an important role to play, and no matter your title, you are part of something bigger than yourself. We empower each other to be our best and remain committed to developing the most innovative lacrosse equipment in the industry. If you're a team player, we encourage you to reach out and connect with our talented roster.

Our purpose at Cascade Maverik is to enrich life experiences through sports. We have the responsibility to cultivate the future of our brands. We are always "we" and never "I". We love what we do. We believe anything is possible and work to be our best. We strive to always redefine the standard of excellence in all that we do.

Want to join our team as a Customer Solutions Representative?

This role is a key member of our Sales and Customer Solutions Team, directly connecting with our customers and influencing their Cascade Maverik experience. Reporting to the Customer Solutions Team Lead, the Customer Solutions Representative is responsible for leading the delivery of extraordinary customer solutions that both meets, and exceeds the expectations of both our internal and external customers.

Essential Job Functions & Responsibilities:

• Respond to all customer inquiries, orders and/or complaints via phone, email, websites and social media, using superb customer service skills to ensure positive results and customer satisfaction.
• Responsible to understand and execute actions to produce orders.
• Collect information and details from customers to prepare customer orders.
• Maintain a clear understanding of internal department processes to execute detailed custom orders accurately and in a timely manner.
• Track shipment of product from factory to delivery to customers.
• Research and validate claims, and in turn prepare the appropriate credits and/or debits.
• Manage customer warranty returns & authorized stock returns.
• Maintain good understanding of current and upcoming products and customer contract information.
• Manage exceptions in a timely manner and within the published guidelines.
• Deliver pleasant, professional, accurate and timely information to customers.
• Maintain accurate order files and accurate order entry using SAP system.
• Ensure compliance with current sales programs and customer delivery requirements, adherence to vendor guidelines and maintain open order files to update information for current inventory availability and customer requirements.
• Make appropriate suggestions for substitutions of unavailable products, inform customers of new products in stock, and make order suggestions based on extensive knowledge of both product and customer history.
• Frequent communication with all related departments (credit, product, warranty, sales management, supply & demand) to ensure customer satisfaction and to create a positive and successful, team-oriented work environment.
• Partner with credit department regarding customer block removal.
• Collaborate with the distribution center to ensure execution of product launches, and timely deliveries.

Qualifications:

• BS or BA in Business, Communications or related field- or equivalent years of relevant and related experience.
• 2+ years of customer service experience.
• Excellent written and verbal communication skills.
• Experience with SAP system preferred.
• Must be fluent with Microsoft Office programs and comfortable learning new software programs.
• Consistently maintain a pleasant and friendly demeanor.
• Maintain and promote a positive "can do" attitude".
• Effective problem solver who can analyze problems, generate options and choose courses of action.
• Ability to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
• Must be able to demonstrate empathy for customer's situation in all cases.
• Able to work overtime and travel as necessary.

Interested yet? Good. We are, too. We're pretty sure you'll want to know this position is eligible to participate in the Company's annual incentive plan. We also offer one of the most generous benefits packages around including a 401(k) plan with employer match, an employee discount program on apparel and gear, casual & hybrid work environment and a host of other perks we don't have room to mention here.

We are committed to employing a diverse workforce and are an equal opportunity employer.

We use AI-assisted tools during parts of our recruitment process to help ensure fairness and efficiency. All final hiring decisions are made by our human hiring team.

New York Pay

$18 - $20 USD