Remote Customer Service Positions

Covercraft Industries LLC•Chesnee, SC

4d•Remote

About The Position

Covercraft Industries, LLC is a leading branded manufacturer of protection products for Automotive, Marine, Recreational Vehicles, and the Home & Garden market. We are expanding and seeking energetic, goal-oriented individuals to join our growing team. This is a remote role, but candidates must reside within 50 miles of the office due to a mandatory 4-week in-office training period. Our mission is to design and manufacture quality products that protect what moves you, aiming to be the most sought-after source for protecting investments, hobbies, adventures, and memories. We achieve this by adhering to our core values: Integrity, Excellence, Teamwork, Innovation, and Customer Focus. Our team members are vital to our success, and we offer career opportunities with outstanding benefits.

Requirements

Proficient in Microsoft Word & Excel.
Excellent communication skills, both written and oral.
Excellent attention to detail.
Good organizational skills.
Problem-solving skills.
1 to 3 months related work experience and/or on the job training.
Must have 20/20 vision or correction to 20/20.
Ability to stand, walk, or sit for entire shift.
Ability to lift up to 20 pounds unassisted and up to 50 pounds with assistance.
Ability to bend, reach, twist, stoop, and squat.
Ability to perceive colors and shades.
High school diploma or GED.

Responsibilities

Handle all customer contact regarding order placement, price and delivery quotations, shipping schedules, and general product information.
Responsible for data entry.
Respond to customers verbally, by fax, or email to answer order-related questions or provide shipping status.
Monitor expedite orders and follow up on shipments.
Follow up with customers.
Look up part numbers in application guides on the computer.
Act as the main customer interface.
Perform any other duties deemed necessary.
Resolve all customer needs via phone, chat, and/or email, including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules, and general product information.
Manage website correspondence messages.
Investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process.
Process refunds and returns.
Manage problematic accounts with high-level issues.
Handle credit card disputes.
Conduct end-of-day reporting.
Provide third-party vendor account support.
Handle cancellations and order issues.
Initiate difficult conversations with customers regarding their orders.
Update social media content/SEO.
Handle all customer contact regarding repairs, replacement, warranties, stock adjustments, and product liabilities and credits.
Determine customer eligibility to return product and issue a return authorization following company procedures.
Issue return authorizations for customers to bring in product for alteration or repair.
Write up all appropriate paperwork to process necessary repairs and replacements.
Gather required information to submit product liability claims for approval.
Run RA reports daily.
Receive all incoming packages from receiving and create receiving records for packages with an RA number.
Create records and maintain a log for all packages received without an RA number.
Arrange for repair or return to stock for returned items in a timely manner.
Consult with lead or supervisor to determine if a defective item is acceptable for repair, deemed a second, or to be destroyed.
Maintain supplies of materials routinely requested by customers.
Fill in for other Customer Service Representatives.
Assist throughout the East Coast Call Center.

Benefits

Medical, dental, vision
401(k) Retirement Plan/Employer Matching
Supplemental voluntary benefits (STD, Life, Accident)
Generous PTO Policy: beginning at 80 hours the 1st year of employment -> 120 hrs. 2nd year of employment
Paid holidays
Paid Bereavement
FSA - Flexible Spending Account
Profit Sharing Plan – All active team members are eligible
Career Advancement Opportunities
Educational Tuition Reimbursement