Customer Service Representative, Santa Fe Springs

Customer Service Representative

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Overview

Salary Range: $18.00 - $22.00 per hour

Position Summary & Purpose

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. This role entails troubleshooting problems, offering solutions, and guiding customers through the resolution process. Ultimately, the goal is to ensure customer satisfaction by addressing their technical concerns effectively and efficiently, thereby enhancing their overall experience with the company’s products or services. Reports directly to Customer Service Supervisor. Responsibilities /Mandatory Functions

· Ability to enter orders from customers with any pertinent information.

· Responsible for the professionalism of the call and the quality level of the customer service provided to the customer.

· Processes returns following return processes and procedures.

· Takes calls for customer service needs such as returns, exchanges, checking on orders.

· Checks on customer orders following processes and procedures.

· Inputs credit card orders.

· Troubleshoot with customer on technical needs.

· Ability to read and comprehend technical specifications and installation sheets to assist the customer through installation and/or troubleshooting.

· Ability to structure parts when needed and identify job status for work routers and determine where parts are in the process of production to advise customers.

· Able to keep open communication with Engineering and R&D team to assist the customer properly on technical issues.

· Representative must also know when we are experiencing a quality issue and alert the necessary team members in a timely manner through our (PCR) product concern reporting.

· Assists in shipping and warehouse departments when needed.

· Assists with processing of dealer application, company check applications and other customer account functions.

· Able to navigate through our powerhouse brand websites to support customers and direct them properly to the offered product line for their year, make and model bike.

· Performs outbound calls to dealer network to support any sales/training programs available.

· Trains new customer service technicians when required.

· Scans orders, shipping paperwork, packing slips, shipping documents.

· Must be flexible if called upon to work at a trade or rally event and is subsequently required to travel.

· Processes call tags/shipping labels when necessary.

· Works on supporting any walk-in will call customers.

· Completes special projects as assigned by Supervisor/Management.

· Duties may include but are not limited to the job description. Job descriptions do not include every duty or responsibility that a person in the role may be asked to perform.

Other Special Requirements

· Proficient in utilizing Microsoft products and MRP/ERP systems.

· Possesses fundamental math skills including addition, subtraction, multiplication, and division.

· Demonstrates the ability to comprehend and follow instructions, adhere to company policies and procedures, safety regulations, correspondences, and memos. Can produce routine reports and correspondence. Effectively communicates information and responds to inquiries from managers, customers, colleagues, and the public.

· Works primarily in a quiet indoor office environment. Occasionally required to pass through the shop floor where mechanical equipment operates, resulting in moderate to loud noise levels. Adherence to safety protocols is mandatory when entering the shop environment.

Education/Mandatory

· High school diploma.

Experience

· Mandatory Requirements

o 3-5 years related experience.

· Preferred Requirements

o 5-8 years of related experience.

· Any certificates, licenses and/or registrations in this or related fields are appreciated.

Personal Characteristics

· Demonstrates courageous leadership.

· Upholds integrity in actions and decisions.

· Champions innovation and embraces change.

· Cultivates teamwork and fosters open communication.

· Exhibits organizational awareness.

Physical Demands

The physical demands include, but are not limited to sitting, standing, walking, communicating, seeing, hearing, use of hands and lifting up to 50 lbs.

Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.

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Location:: Santa Fe Springs

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