Sr. Customer Service Representative

About SCORE Sports

Founded in 1975, SCORE has been a grassroots partner with club sports, working at the national, state, and local levels to provide uniforms and equipment for youth sports. While we have historically focused on soccer, SCORE now provides uniforms and equipment across a range of sports including flag football, basketball, volleyball, baseball, and more. SCORE has manufacturing facilities in North America, enabling us to provide custom uniforms faster and with exceptional quality.

Join the SCORE team and help us continue our mission to support the next generation of athlete!

The Senior Customer Service Specialist plays a pivotal role in delivering a high-quality, reliable, and solutions-driven experience to Score Sports customers. This individual serves as a knowledgeable resource for internal teams and external partners, handling complex inquiries, resolving escalations, and ensuring customers feel supported throughout the order lifecycle. The role blends hands‑on customer support with light leadership responsibilities, helping to shape best practices, mentor team members, and uphold Score’s reputation for service excellence.

• 3–5 years of customer service experience in a fast-paced environment (manufacturing, sporting goods, apparel, or order-driven industries preferred).
• Strong communication skills—able to convey clarity, patience, and confidence in both written and verbal interactions.
• Experience handling escalations or providing senior-level support within a customer service team.
• Proficiency with CRM/ERP systems (e.g., Net Suite, Salesforce, Zendesk, or similar).
• Excellent attention to detail and comfort managing multiple priorities.
• Ability to work collaboratively across departments.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Experience in B2B or omni-channel customer service is a plus.
• Strong written and verbal communication skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Positive attitude and a team-oriented mindset.
• Bilingual (English/Spanish) preferred but not required.

• Manage high-volume customer interactions via phone, email, and online platforms with a focus on accuracy, empathy, and follow-through.
• Resolve complex or escalated customer concerns related to orders, product information, shipping, customization, and billing.
• Act as point of contact for key accounts, distributors, and partners who require elevated support.
• Use Zendesk to manage tickets, document interactions, and follow up on open cases.
• Partner closely with Production, Warehouse, Sales, and Logistics teams to track order status and proactively address delays, substitutions, or challenges.
• Process and review detailed customer orders, ensuring accuracy in product selection, customization specifications, pricing, and shipping requirements.
• Monitor open orders and backorders, providing timely updates and communication to customers and internal teams.
• Identify order errors or potential issues early and take corrective steps to ensure on-time delivery.
• Mentor junior Customer Service Specialists by offering guidance on complex situations, systems navigation, tone, and customer-first problem solving.
• Assist with training new hires by demonstrating best practices and reinforcing SOPs.
• Serve as a go-to resource within the team for policy questions, process clarifications, and unique customer scenarios.
• Identify trends in service issues and propose enhancements to workflows, tools, and communication practices.
• Participate in cross-functional meetings to improve the order-to-delivery experience and ensure alignment across Sales, Production, and Operations.
• Support the implementation of new systems, features, or customer experience initiatives.
• Support team initiatives to improve customer service processes.
• Maintain accurate records and adhere to company policies.
• Assist with special projects or administrative tasks as assigned by supervisors.

Score Sports offers competitive pay and benefits. Benefits include medical, dental, vision, life insurance, and 401(k).

Base Salary $26.00 - $30.00 per hour, depending on experience.

This position is located in the SCORE Sports office in Irvine, CA. Note, this is an onsite position.

Direct applicants only. We are not accepting unsolicited resumes or applications from third-party recruiters or agencies at this time.