DTC - Service Specialist

Job Description

Deliver remarkable customer service to our consumers or dealers who make inquiries about our products and services or who purchase our product online. Ensure that issues or concerns are handled promptly and thoroughly through written communication. (no phone work with contingent position).

• Provide our consumers with a "WOW” experience by providing friendly, knowledgeable Customer Service that exceeds their expectations.
• Assist consumers with questions regarding ordering, order status, product selection, shipping/returns of online purchases.
• Educate consumers about products and services and recommend the appropriate product solution.
• Receive, answer, and resolve consumer/dealer concerns and/or inquiries via e‑mail, written correspondence, web forms.
• Direct consumers to their nearest store or online retailer to facilitate sales.
• Log consumer cases into
• Escalate Product Quality concerns from dealers and consumers through
• Obtain necessary information by maintaining knowledge of RWSC's electronic communication software.
• Maintain remarkable service by establishing, following, and enforcing organization quality system standards.
• reviews and surveys. (positive only)
• Supports consumer feedback via Google reviews to ensure that we are protecting our brand and delivering a response to all our digital consumers. (positive only)

• Internal:
  Product Managers, Company Field Personnel, Supply Chain, Marketing Communications, Credit, Retail Department
• External:
  Dealers, Consumers

Associate degree (A.A.) or equivalent from two‑year college or technical school and one to three years related experience/training; or equivalent combination of education and experience. Experience must be related to customer service.

• Experience working in the ecommerce channel.
• Significant Knowledge of product offerings.
• Proficient use of Word, Excel, Outlook, Internet, , Serenade, and order systems.
• Analytical thinking skills.
• Excellent oral and written communication skills.
• Customer service driven.
• Good interpersonal skills and the ability to work in a team environment.
• Must be able to relate to all different types of people from different cultures and backgrounds. They must establish trust between customers and the company, and must give the impression of sincerity, empathy, and willingness to serve the customer.

Office environment that consists of extensive sitting, keyboarding and extensive amount of time spent on phone calls.