Specialist, Customer Service

Specialist, Customer Service page is loaded## Specialist, Customer Service locations:
Woodbridge, Ontario time type:
Full time posted on:
Posted 4 Days Agojob requisition :
R0003245
*
* Position Summary:

** The Customer Service Specialist additional position in the department is responsible for delivering the best customer service and support in the industry by providing excellent in-house customer service through the full use of technical, administrative, organizational, interpersonal and communicative skills.
Helps establishes a culture which supports the “ELITE excellence lives in this environment” cause.  Definition: a heartfelt belief that each one of us is personally responsible to deliver memorable service to every customer every hour of every day. This position works in highly collaborative, relational team environment where accountability and ownership for results is paramount.
** Essential Functions and

Key Responsibilities:

*** Maintain and enhance customer relationships by building trust and resolving issues promptly and completely
* Process and coordinate all requests from assigned sales reps, accounts and direct to customers received via telephone, live chat, mail or otherwise, following existing Company policies, procedures and programs including:
+ Accurate order entry and release of orders for processing  + Accuracy of product information, stock availability, pricing, terms, routing, and any other specialty handling or services.  + Process and coordinate all custom orders received.
Follow up directly with account on all backorders.  + Process, coordinate and investigate Account shipment claims or return requests
* Work cross-functionally with internal partners (i.e. Credit, Shipping, eComm, strategic) to identify problems, make order adjustments, initiation of warranty/repairs, initiation of credits/returns, etc.  and recommend process changes or solutions to achieve the best results
* Monitor daily reporting, including fraud holds, online trade-in program, current open orders, custom orders and gift card program; take appropriate action to ensure that orders are flowing through system and completed in accordance with team metrics, as required
* Attempt First Call Resolution (FCR) for all customer calls: utilize problem solving skills and available resources, enhance customer relationships by building trust, resolve issues promptly and completely
* Attend and participate in any Department Meetings, Product Knowledge or Technical Training Sessions as required
* Creates a selling environment whenever possible in the call center
* Assist Customer Service Manager with reports, system maintenance, special projects, etc., when necessary
* Responds to customer web inquiries regarding online products, returns and orders. Assists customers with product selection, answers basic questions, and suggests various product options that are available. Documents customer issues and ensures prompt and proper resolution.
* Utilize CRM system (Dynamics) to record, track, and manage all customer interactions
* Monitors Oracle EBS System interface to ensure orders are not stuck in transmission from Demand Ware as required
* Actively participate in team atmosphere to achieve department and company goals
* Contribute to team and company success through regular, ongoing training programs
* Performs other responsibilities and tasks as assigned
** Education, Training, Professional Certification and

Work Experience:

*** Completion of a High school graduation diploma.  College or University graduate preferred
* 1-4 years of successful customer service experience in a service environment is preferred
* Working knowledge of golf products not required, but would be an asset
** Knowledge and Skills Requirements
*** Demonstrates initiative and is motivated to get the job done
* Ideal candidates must be highly energetic and motivated
* Strong written, communication and interpersonal skills are a must
* Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)
* Proficient with Taylor Made Golf Company’s operating systems preferred (Oracle EBS, Dynamics CRM, Deamnd Ware, B2B, Business Objects, etc.) and possesses aptitude to learn new…