A Customer Service Representative (CSR) is responsible for delivering the highest quality customer service possible to our consumers. A CSR contributes to the success of Exxel Brands by guiding customers to find the right outdoor product for their needs through answering product questions; providing technical support for our products; and assisting consumers with the warranty and return processes via phone and email. This position is responsible for entering in sales orders and issuing Return Authorizations for credit memos.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Delivers exceptional and timely customer service to our consumers via phone and email regarding product, sales orders, and warranty/repair questions.
Data entry of sales orders. Audits all orders for accuracy in style number, quantity, pricing, etc. Corrects errors as required based on current inventory. Establishes shipping priorities and communicates costs and methods, while ensuring shipments are expedited as needed.
Coordinate information as needed with Sales, Product Development and the Distribution Centers.
Work closely with the inventory team and the parts warehouse to communicate proper needs of warranty parts.
Handles all aspects of Return Authorizations for consumers.
Maintain proper files and records for all Consumer service activities.
Inspect actual product returns from consumers.
Properly and expediently handles and sorts daily customer service mail.
Minimum of 2 years of Customer Service experience. Preferably in a consumer products, retail or dealer based environment. Sales experience preferred.
Excellent interpersonal and communication skills.
Must be a team player and can earn the respect of team members through actions and contributions.
Proficient in Microsoft Office (Excel, Word, Outlook).
Personal knowledge/experience in outdoor leisure consumer products is a huge plus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
OTHER DUTIES AS ASSIGNED
This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of Exxel Outdoors, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.
Exxel Outdoors is a collection of some of the best-known and best-loved brands in the outdoor industry, offering a wide variety of gear to compliment any outdoor pursuit. Our family of brands includes Kelty, Sierra Designs, Ultimate Direction, Slumberjack, Wenzel, Insta-Bed, Serta Airbeds, Tailgaterz, Mountain Trails, Suisse Sport, X2O Water Sports, American Trails, Master Sportsman, Tadpool, Disney Licensed and Hello Kitty products.
By drawing upon decades of experience and a love of the outdoors, we develop, test, and produce some of the finest camping, backpacking, outdoor equipment, and apparel available. Our headquarters are in Boulder, CO, our Warehouse/Distribution Center is in St George, Utah and City of Industry, CA with our manufacturing and production plant in Haleyville, Alabama.
We are a company that is focused on delivering quality and innovative products to our customers. We are always looking for talented people with a passion for the outdoors to join our team.
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