Customer Service Representative

Job Description

Job Description

Company Summary:

Blue Wave Products is a leading manufacturer/importer of home and leisure products. Our diverse customer base includes some of the most prominent retailers in the US and Canada, including Amazon, Walmart.com, Wayfair, Home Depot, Lowe’s, Overstock, and many others. The Company supports over 2,500 SKUs across our four main product categories which include: Pool & Leisure (Above Ground Pools, Pool Liners, Winter and Safety Covers, Cleaners, Pumps and Filters, Floats and Toys and Accessories) Indoor and Outdoor Games (Billiards, Air Hockey, Shuffleboards, Darts, etc.), Infrared Sauna’s (1-4 Person Hemlock and Cedar Wood Saunas) and Patio Furniture (Umbrellas, Hammocks, Patio Sets, Lounge Chairs, etc.) Based in Batavia, IL, the Company operates from a 275,000 sq ft state-of-the-art warehouse and office facility.  

Primary Function:

As a Blue Wave Customer Service Representative, you will be responsible for aiding vendors/dealers in courteous and professional manners regarding ordering, product clarification, order status, delivery, returns, shortages, and missing parts while ensuring dealers receive the highest level of service that can be provided in accordance with our marketing philosophy. 

The primary responsibilities of this position are to ensure that our customers’ inventory is received and managed properly, and their orders are entered, filled, and shipped accurately and in a timely manner. Customer Service Representatives must have the ability to identify issues and concerns addressed by customers and apply relevant policies to resolve the issue. They are the main contact for all client interactions and must apply problem-solving techniques and critical thinking methods to maintain strong client relationships.

Responsibilities:

• Respond to all customer correspondence within 24 hours
• Process all daily orders received prior to designated cut-off time
• Adhere to a 0.2% or less order entry error rate
• Aggressively pursue continued knowledge in a growing product line
• Troubleshoot and resolve any customer issues and disputes
• Coordinate with warehouse staff to maintain proper documents
• Learn each Dealer’s specific business needs and provide service based on those needs while developing a firm business relationship between Blue Wave and the Dealer
• Provide answers to a variety of questions via telephone and email regarding quotes, products, orders, shipments, returns, billing, missing parts, and warranty issues
• Enter orders accurately with a goal of same day shipment
• Assist dealers in understanding company policies and procedures
• Assist in obtaining quotes (from manufacturers) for custom products
• Prepare dealer reports as requested on a daily/weekly basis 
• Work cross-functionally internally and externally to provide one call resolution for Customer/Dealer issues
• Make appropriate recommendations to Manager regarding process improvement and increased efficiency
• Meet team goals regarding inbound call management and order errors
• Ensure information is documented accurately and shared with team members
• All other tasks as assigned by the Customer Service Manager

Knowledge and Skill Requirements:

• Superior communication, problem solving, and decision-making skills
• Basic computer skills, required
• Type 50 WPM, preferred
• 3-5 years' customer service experience (preferred in a manufacturing or distribution environment)
• Experience working with a diverse range of customer channels (retail and wholesale)
• High school diploma or equivalent
• Ability to work in a fast-paced, team-oriented environment
• Ability to sit for extended periods of time
• Regularly work on a computer and focus on a screen or monitor
• Ability to safely maneuver within an office setting

Location:

Based in Batavia, IL requires office attendance 4 days per week, 1 day remote 

Benefits:

• Medical / Dental / Vision 
• Company-paid Life Insurance
• Discretionary bonus
• Profit Sharing 401K
• 3 Weeks Paid Vacation (Accrual)
• 10 Paid Holidays