Customer Service Representative

Defender is a marine outfitter located in Waterford, CT, in business for 89 years. Our Mission is to be the marine outfitter of choice, offering the widest selection of products at the most competitive prices, and providing only the best customer service. Our valued employees have hundreds of years of combined boating experience and are committed to earning our customers’ trust and respect by offering friendly service, ongoing support, and of course - great value.

In this position you'll contribute to the achievement of sales goals by providing professional, friendly and accurate sales and/or customer service assistance to our customer base.

• Respond promptly and professionally to all incoming customer service and sales inquiries via a variety of communication platforms.
• Assist customers in navigating our online product catalog and provide guidance to ensure they select the appropriate marine products.
• Accurately and efficiently process orders using multiple computer applications and internal systems.
• Provide timely, accurate, and customer-focused email responses that address inquiries and resolve issues effectively.
• Conduct follow-ups with customers according to service guidelines and workflow processes to ensure satisfaction and resolution.
• Offer knowledgeable support for special orders and custom product requests, ensuring all specifications are met.
• Prepare shipping quotes, including freight and international shipping options, in a timely and accurate manner.
• Support department sales goals through upselling, cross-selling, and expert product recommendations.
• Continuously build product expertise through vendor training and internal resources to stay informed of new products and trends.
• Participate in cross-training initiatives to support flexibility and growth across customer service and related departments.
• Contribute to special projects as assigned by management to support business goals.
• Conduct periodic self-evaluations of call performance and customer interactions to identify areas for improvement.

• High School diploma or more
• Previous Call Center experience
• Boating/Marine industry experience and knowledge
• Commitment to teamwork and customer service

• Positive attitude with ability to prioritize, multi-task and organize
• Excellent written and verbal skills; excellent phone skills
• Practical boating skills