Customer Service Representative

Job Description

Job Description

At Yonex, curiosity drives us, and excellence fuels our every move. Founded in 1946 with a vision to bring joy to the world through sport, our legacy is rooted in innovation. Our engineers, designers, and artisans craft world-class sporting equipment that redefines performance and design, always staying true to our mission: to unite the world and deepen the connection between people and the game. 

 

The  Customer Service Representative plays an important role in supporting Yonex customers and partners while representing the brand’s commitment to quality and service. Reporting to the Customer Service Manager, this position is responsible for processing customer orders, managing returns and warranties, and resolving inquiries in a professional and timely manner. 

Responsibilities

• Deliver exceptional customer service to Yonex customers in person, via phone, email, and fax
• Process customer orders accurately and efficiently within internal systems
• Issue return authorization numbers and evaluate warranty returns
• Organize and maintain pick tickets and related documentation
• Respond promptly to customer inquiries, complaints, and service requests
• Escalate customer concerns and operational issues to the Customer Service Manager
• Maintain knowledge of Yonex product lines, technologies, sponsored athletes, and industry events
• Support internal teams and contribute to efficient order processing and customer satisfaction
• Maintain reliable and consistent attendance
• Perform additional duties as assigned by management

Qualifications

• Personal experience or strong interest in tennis and/or badminton required
• Minimum typing speed of 40 words per minute
• Some college coursework preferred but not required
• 1–2 years of customer service experience or related experience
• Interest in learning about additional Yonex sports and product categories
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong written and verbal communication skills
• Ability to manage challenging customer interactions with professionalism and diplomacy
• Strong organizational and time-management skills
• Ability to prioritize multiple tasks and manage workflow efficiently
• Ability to work independently and collaboratively within a team
• Strong attention to detail and ability to follow written and verbal instructions

• Adaptability and enthusiasm in a fast-paced environment

Core Competencies

Problem Solving

• Identifies and resolves problems in a timely manner
• Gathers and analyzes information effectively
• Develops alternative solutions and uses sound judgment

Customer Service

• Responds promptly to customer needs and service requests
• Manages difficult or emotional situations with professionalism
• Seeks customer feedback to continuously improve service

Interpersonal Skills

• Maintains confidentiality and professionalism
• Listens actively and communicates respectfully
• Remains open to new ideas and constructive feedback

Teamwork

• Contributes to a positive and collaborative team environment
• Supports shared goals and team success
• Demonstrates flexibility and cooperation across departments

Physical Requirements & Work Environment

- Primarily sedentary work with extended periods of sitting

- Frequent keyboard and computer use requiring hand and finger dexterity

- Frequent speaking and listening during customer interactions

- Occasional standing or walking

- Ability to lift, push, or carry items up to 20 pounds

- Work primarily performed indoors in a climate-controlled office environment with occasional background office noise 

 

Equal Employment Opportunities Statement:  

Yonex USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.