Customer Service Representative

Position Overview:

Summit Golf Brands (SGB) is seeking a full-time Customer Service Representative supporting eCommerce in our Barneveld, WI location. Summit Golf Brands is a fast-growing company that designs and sources high-end golf apparel and sportswear, sold online and at leading country clubs and resorts around the world. Our brands can be found at over 3,000 accounts in more than 25 countries.

The Customer Service Representative, under the direction of the VP of Client Experience, will be responsible for assisting customers in order-related requests, while meeting and exceeding all SGB Customer Service goals. Serves as a representative of Summit Golf Brands, displaying courtesy, tact, consideration, and discretion in all interactions with other members of SGB.

Responsibilities, Essential Functions, Knowledge, and Skills:

• Assists customers in post-sale orders requests including but not limited to returns, replacements, cancellations tracking, and shipping inquiries.
• Maintain Individual Customer Service Goals and Objectives as provided on a quarterly basis.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Position entails a high amount of customer interaction over the phone. Ensure that customers understand product information and be able to provide additional information to customers as needed.
• Accurately complete all work when updating sensitive customer account information.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Maintain current knowledge of products to help customers make their selection.
• Ensure that customers understand product information and be able to provide additional information to customers as needed.
• Deliver and contribute to individual and departmental goals and results.
• Demonstrate integrity and genuinely care for customers.
• Demonstrate the ability to work in a team.
• Demonstrate willingness and the ability to answer questions and solve customer problems.
• Handles phone-in customers with pleasant telephone etiquette and courtesy.
• Demonstrate the ability to successfully communicate and interact with co- workers, manufacturers, and customers in a respectful and appropriate manner to ensure high quality and timely expedition of customer requests.
• Dependable worker able to carry out a series of work instructions without constant supervision.
• Requires daily use of internal email and other communication systems to keep current in job knowledge, with changes in company business policies or practices, and ensures timely receiving of information to resolve customer problems or to provide internal/external follow-up.
• Maintains strong customer service skills and interpersonal communication skills.
• Resolves customer complaints and order problems promptly.
• Handles difficult situations with customers and others at work with diplomacy.
• Seeks assistance, guidance or decision-making from management when needed.
• Ability to effectively communicate information and present ideas and solutions to customers.
• Ability to work independently as well as be an effective team player.
• Ability to maintain a professional demeanor at all times.
• Ability to prioritize, multi-task and thrive in a fast-paced environment.
• Exceptional organizational and follow-up skills.
• Strong analytical and decision-making skills.
• Ability to work weekends and overtime schedules, which WILL include various Holidays and some Saturdays.
• Represents the company well by acting in a professional manner and keeps the Company's best interest in mind while performing job.
• Maintains confidentiality of proprietary and sensitive business information.
• Strong verbal and written communication skills including grammar, punctuation, email structure and professional language.

Preferred Experience:

• 1-2 years of Customer Service and Call Center Experience.
• Clear understanding of sales and customer service principles.
• A strong grasp of Internet navigation.
• Ability to multi-task in multiple electronic media.