KJUS | Lead Customer Service Representative

KJUS | Lead Customer Service Representative

Full-time Boulder

The Lead Customer Service Representative is responsible for delivering an exceptional customer experience across wholesale, e-commerce, and sales representative channels. This role serves as a primary point of contact for customers, consumers, and internal partners. Responsible for the oversight of all day-to-day Customer Service activity associated with KJUS orders and inquiries. Responsible for executing training for the department. The Lead Customer Service Representative will report directly to the Customer Operations Manager.

Responsibilities

40%

• Primary trainer for Customer Service New Hires
• Responsible for on-boarding, training, and establishing consistent communication with the new hire
• Document, maintain, and constantly improve customer service policy and procedures with support of Customer Operations Manager
• Monitor key KPIs for customer service excellence and work with Customer Operations Manager to ensure team is reaching target
• Lead in managing the accuracy, availability, and data integrity of inventory across all business systems Provide consistent support and direction to team members to ensure customer and sales rep inquiries are attended to in a timely, accurate manner

30%

• Expert in answering phone calls and customer emails to address customer concerns in a professional, efficient, and caring manner. The Lead Customer Service role will set an example for team members
• Evaluate, process, and complete warranty claims with professionalism and superior customer service
• Work with 3PL partners to ensure the end customer experience meets KJUS standards via order prioritization, inventory allocation, and development of processes and procedures
• Retain a vast understanding of product lines and a resource for the customer service team
• Responsible for accurate, timely fulfillment and shipment of orders with the support of the customer service team
• Work trade show booths and help with occasional golf or ski event

30%

• Responsible for the entering & processing of pre book orders with support from the customer service team
• Provide sales, product, pricing, and inventory data as required by sales team
• General administrative support to operations, sales, and marketing departments
• Assist with order processing, re-order requests and warranties
• Maintain customer files, orders, correspondence, invoices, payments with support from the customer service team

Qualifications:

• High school diploma or equivalent, bachelor's degree preferred
• Minimum 5 years of eCommerce or customer service experience
• Client and service oriented, reliable, and flexible personality with a high dedication to service
• Excellent communication and interpersonal skills
• Extended periods of time sitting and/or standing, occasional lifting
• Proficient computer skills (MS Office, Outlook)
• Strong organizational skills with attention to detail
• A passion for outdoor sports industry

Benefits:

• 15 days vacation
• 12 paid holidays
• 6 sick days
• Medical
• Dental
• Vision
• 401k
• and more!

Pay Range: $55,098.00-$66,076.00

Ready to Make an Impact?

Join us at KJUS and be part of a team that values excellence and innovation.

EEO and Additional Statements

• Acushnet Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with a disability. EEO Employer/Veteran/Disabled.
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