Customer Service Representative

The Customer Service Representative is responsible for providing professional, knowledgeable, and timely service to customers by phone, email, and other approved communication channels. This position serves as a primary point of contact for customers and is responsible for assisting with order inquiries, returns, exchanges, customer concerns, and escalated issues.

The Customer Service Representative is expected to represent King Ranch Saddle Shop in a professional and positive manner while ensuring that customer needs are addressed accurately and efficiently. This position requires strong communication skills, attention to detail, problem-solving abilities, and the ability to work independently in a fast-paced customer service environment.

Please note this position is located in Kingsville, TX and remote work is not offered.

• Answer incoming customer service calls promptly and professionally.
• Provide accurate information regarding products, orders, availability, shipping, delivery, returns, exchanges, and company policies.
• Assist customers with placing orders and resolving order-related questions when appropriate.
• Research customer orders and provide accurate status updates.
• Handle customer complaints and concerns professionally and courteously.
• De-escalate difficult customer situations and work toward appropriate resolutions.
• Handle escalated customer calls when necessary and determine the appropriate course of action.
• Document customer interactions, concerns, resolutions, and follow-up requirements accurately in the appropriate system.
• Follow established call handling procedures, customer service standards, and escalation protocols.
• Respond to customer emails and other customer inquiries as assigned.
• Follow up with customers when additional information or action is required.
• Maintain a professional, helpful, and customer-focused demeanor at all times.

• Process customer returns and exchanges in accordance with company policies and procedures.
• Review return and exchange requests for accuracy and completeness.
• Coordinate with the appropriate departments or distribution center regarding returned merchandise.
• Monitor the status of returns and exchanges through completion.
• Communicate return and exchange instructions clearly to customers.
• Identify recurring product, shipping, or fulfillment issues and communicate trends to management.
• Escalate unusual, high-value, or customer-sensitive return and exchange situations as appropriate.

• Walk to the company’s designated PO Box as needed to retrieve incoming mail.
• Sort and distribute mail to the appropriate departments or employees.
• Ensure customer service correspondence and other important mail is routed promptly.
• Assist with general customer service administrative duties as assigned.
• Maintain organized customer service records and documentation.

• Work closely with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to resolve customer issues.
• Communicate order discrepancies, damaged merchandise, shortages, shipping issues, and other concerns to the appropriate department.
• Assist in identifying process issues that may negatively affect the customer experience.
• Follow up on outstanding issues until they are resolved or properly transferred to the responsible department.
• Maintain a strong understanding of company products, services, policies, and procedures.

• Treat every customer with courtesy, professionalism, and respect.
• Take ownership of customer concerns rather than simply transferring customers from department to department.
• Listen carefully and ask…