KJUS | Lead Customer Service Representative

KJUS is dedicated to amplifying the world's most exhilarating golf and ski experiences. We achieve this through miraculous technology that goes beyond innovation, setting entirely new standards for performance, comfort, and protection. Our shared passion for golf and ski drives us to create incredible products that empower our loyal customers to fully enjoy their passions. For us, it’s not just a job—it’s a joyful obsession. As a result, KJUS products are found in the most remarkable ski and golf destinations worldwide. The KJUS headquarters are in Boulder, Colorado, with satellite offices in Switzerland and Scotland. Our showrooms can be found worldwide. In 2019, Acushnet Company partnered with KJUS, joining our brand with other fantastic labels like Titleist, FootJoy, Scotty Cameron, and Vokey. 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. Acushnet Company respects the intellectual property and confidential information of third parties. Our policy is that no employee or applicant shall disclose confidential information of a third party to Acushnet Company. Accordingly, please do not include any confidential information of a current or previous employer on your resume or any other materials you provide to us. Acushnet Company participates is E-Verify. Please click here for more details. Global Candidate Privacy Notice WHERE PERFORMANCE MEETS PURPOSE The history of Acushnet Company is tightly woven in the game of golf. From the beginning, we’ve been unwavering in our purpose to enrich the experience of dedicated golfers through superior product performance, technological innovation, unmatched quality, and exceptional service. Our dedicated associates bring their unique experiences and perspectives and are united by a common purpose. Our team takes great pride in their work, living by the credo: ‘Autograph your work with excellence.’ This commitment to excellence, along with the passion and dedication of our associates, has earned us our position as leaders in every category in which we compete. Our strong culture, driven by our core values, continues to drive our success. Home to leading golf brands and products – including Titleist, the #1 ball in golf, and FootJoy, the #1 shoe and glove in golf, we honor our rich history while staying focused on the future. We embrace our role as “bridge builders” and are committed to leaving our brands, communities, and the game of golf in a better place. Our drive to innovate is purposeful, ensuring our future is as strong as our position leading the golf industry.