Consumer Customer Service Specialist (Temp)

D'Addario & Company•East Farmingdale, NY

10d•Hybrid

About The Position

D’Addario & Company is the world’s largest manufacturer and distributor of musical instrument accessories. As a U.S.-based manufacturing leader, we pride ourselves on high-automation machinery, cutting-edge technology, and a deep commitment to environmentally sustainable practices. Most importantly, we’re proud of our diverse team of individuals who embody our core values—family, curiosity, passion, candor, and responsibility—and bring them to life every day. The Consumer Customer Service Specialist is responsible for maintaining the highest level of consumer customer service (B2C) expected from D’Addario & Company. This position is the primary customer service contact for all consumer service-related communications, inquiries and issues. The person holding this position will conduct related tasks for D’Addario’s consumer customer service areas including but not limited to; written, email, phone and web communications, product returns, recalls & product warnings and when applicable consumer related events. This is a temporary full-time position running from June 15 through October 23, with an hourly rate of $25/hour. The role follows a hybrid schedule: work from home on Mondays and Fridays, and in-office Tuesday through Thursday in our Farmingdale, NY location.

Requirements

Associate degree in business or a related field preferred
3 to 5 years of customer service experience preferred.
In-depth knowledge and understanding of the following D’Addario brands; Fretted, Woodwinds, Orchestral, Accessories, Evans, and ProMark
Possess good communication skills both on an interpersonal level as well as a presentation level (may be called upon to lead/facilitate a limited amount of consumer presentations or tours)
Excellent grammar, punctuation, and spelling
Possess good computer skills with solid working knowledge of Word, Outlook, Excel and the Internet.

Nice To Haves

Customer Service team or strategy management a plus
Awareness of key B2C marketing or brand initiatives (marketing, promotions, clinics/events, new products, etc.)
Knowledge in a customer service platform / CRM (Zendesk, Intercom, Salesforce, etc) a plus

Responsibilities

Receives and/or reviews incoming phone calls, either offering a response, or delegating to the most appropriate respondent with proper background information provided. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
Reviews all written communications and emails, either offering a response, or delegating to the most appropriate respondent with proper background information provided.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Based on consumer interaction, assists with tracking and creation of FAQs for updates to websites. In addition, alert the Product Management team of any discrepancies on the website.
Handles all QC based returns with consumers as required.
Monitors and replies to comments on social media platforms, both public and private
Monitors consumer reviews on ecomm sites and marketplaces and replies, where appropriate, on the Company’s behalf.
Works closely with our QC department to confirm fulfillments of all returns is done in a timely manner and to the consumer’s complete satisfaction.
Logs all quality-oriented complaints and notifies appropriate product team or QC personnel, when applicable.
Regularly interacts with Product Management teams for intelligence, trends, consumer feedback, etc. related to product design, quality or usability.
Primary contact for any “emergency situations” such as product alerts or recalls handling all consumer related communications, data bases, and procedures.
Works with the management team to stay updated on product knowledge and be informed of any changes in company policies.
Goes the extra mile to engage customers.
Manages and reviews customer orders within Shopify, including order updates, cancellations, refunds, returns, and fulfillment issue
Conducts fraud review on orders as needed, identifying potential fraudulent activity, documenting findings, and coordinating with internal teams to take appropriate action
Communicates with customers regarding custom product orders, including order status, production timelines, approvals, delays