Consumer Customer Service Specialist (Temp)

Overview D’Addario & Company is the world’s largest manufacturer and distributor of musical instrument accessories. As a U.S.-based manufacturing leader, we pride ourselves on high-automation machinery, cutting-edge technology, and a deep commitment to environmentally sustainable practices. Most importantly, we’re proud of our diverse team of individuals who embody our core values—family, curiosity, passion, candor, and responsibility—and bring them to life every day. The Consumer Customer Service Specialist is responsible for maintaining the highest level of consumer customer service (B2C) expected from D’Addario & Company. This position is the primary customer service contact for all consumer service-related communications, inquiries and issues. The person holding this position will conduct related tasks for D’Addario’s consumer customer service areas including but not limited to; written, email, phone and web communications, product returns, recalls & product warnings and when applicable consumer related events. This is a temporary full-time position running from June 15 through October 23 , with an hourly rate of $25/hour . The role follows a hybrid schedule: work from home on Mondays and Fridays , and in-office Tuesday through Thursday in our Farmingdale, NY location . Responsibilities Receives and/or reviewsincoming phone calls, either offering a response, or delegating to the mostappropriate respondentwith proper background information provided.Responsible formaintaininga high levelof professionalism with clients and working toestablisha positive rapport with everycaller. Reviews all written communicationsand emails, either offering a response, or delegating to the mostappropriate respondentwith proper background information provided. Resolvesproduct or service problems by clarifying the customer's complaint;determiningthe cause of the problem; selecting and explaining the best solution to solve the problem;expeditingcorrection or adjustment; following up to ensureresolution. Based on consumer interaction,assistswith tracking and creation of FAQs for updates to websites.Inaddition,alert the Product Management teamofany discrepancies on the website. Handlesall QC based returns with consumers asrequired. Monitors and replies to comments on social media platforms, both public and private Monitorsconsumer reviewsonecommsites and marketplacesand replies, whereappropriate, on the Company’s behalf. Works closely with our QC department to confirm fulfillments of all returnsisdonein a timely mannerand to the consumer’s completesatisfaction. Logs allquality-orientedcomplaints and notifiesappropriate productteamor QC personnel, whenapplicable. Regularlyinteractswith Product Management teams for intelligence, trends, consumer feedback, etc. related to product design,qualityorusability. Primary contact for any “emergency situations” such as product alerts or recalls handling all consumer related communications, data bases, and procedures. Workswith the management team to stay updated on product knowledge and be informed of any changes in companypolicies. Goesthe extra mile to engagecustomers. Manages and reviews customer orders within Shopify, including order updates, cancellations, refunds, returns, and fulfillment issue Conducts fraud review on orders as needed, identifying potential fraudulent activity, documenting findings, and coordinating with internal teams to take appropriate action Communicates with customers regarding custom product orders, including order status, production timelines, approvals, delays Qualifications Associate degree in businessor a related field preferred 3 to 5 years of customer service experiencepreferred. Customer Service team or strategy management a plus In-depth knowledge and understanding of the following D’Addario brands; Fretted, Woodwinds, Orchestral, Accessories, Evans, andProMark Awareness of key B2C marketing or brand initiatives (marketing, promotions, clinics/events, new products, etc.) Possessgood communicationskills both on an interpersonal level as well as a presentation level (may be called upon to lead/facilitatea limited amount of consumer presentations or tours) Excellent grammar, punctuation, and spelling Possess good computer skills with solid working knowledge of Word, Outlook,Exceland the Internet. Knowledge in a customer service platform / CRM (Zendesk, Intercom, Salesforce,etc) a plus #J-18808-Ljbffr