Job Summary:
The Customer Relations Representative position provides a broad range of support services to internal and external customers to ensure complete customer satisfaction is attained, according to established company standards, under the direction of the Customer Service/Sales Administration Manager and Customer Service Supervisor.
Responsibilities:
- Answers incoming communications to process sales or service orders from customers and colleagues.
- Enters Business Partner Data into Salesforce for new business partners from product registrations, incoming service order or accessory requests and Pro-Staff Members, who are also entered into an on-line data base.
- Enters sales and service order data into computer and provides customer with any information they require – either from acquired knowledge or through the help of colleagues.
- Responds to sales and service order shipment and inventory inquiries, confirms orders, and resolves discrepancies.
- Provides customers with product or service information to assist them in determining appropriate merchandise to purchase or trouble shoot issues in order to prevent the need to issue a Service Order.
- Provides general technical support to customers via verbal and written communication. Requires knowledge of the Swarovski Optik On-Line Ballistic Calculator and ability to communicate its features and benefits.
- Provides back-up support to the Customer Relations Specialist(s) for specific dealers and TSRs in a geographic territory. Call Campaigns and work process for the business partners within the territory drive duties and lay the foundation for future career development into self-directed activities.
- Places outgoing calls in designated Sales territory to announce promotions, introduce new products, confirm open orders, recommend additional products to meet customer needs, provide follow-up for purchase order discrepancies, and monitor consumer’s on-hand inventories.
- Researches Return Authorizations and Service Orders and enters them into SAP, pending receipt of goods. Follows-up with customer until product is received.
- May confer with personnel from other departments to expedite or trace missing or delayed shipments of sales or service orders.
- Processes Credit Card payment information in compliance with federal law. Communicates receipt of payment as needed to appropriate colleagues for sales or service order processing.
- Follow established procedures for corporate identity in the support of and differentiation between brands.
- Completes miscellaneous project work in preparation for major trade shows, meetings, or mass mailings.
- Attends annual trade shows as needed.
- Maintains cleanliness and organization at workstation.
- May be required to perform other duties as assigned.
Skills:
The requirements necessary for minimum proficiency on the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; apply knowledge and skill in a practical manner to effect practical performance. This includes assimilating information and analysis of issues for practical application. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Associates Degree; and one to three months of related experience and/or training; or equivalent combination of education and experience.
- Technical Riflescope/Optics Knowledge.
- Inside Sales experience with strong customer service focus.
- Knowledge of product line and customer service policy and procedures.
- Effective interpersonal skills.
- Problem-solving ability.
- Conflict resolution capabilities.
- Attention to detail.
- Proficiency with Word, Excel, Access and Outlook.
- Please submit a cover letter with resume.