Cascade Maverik: Customer Solutions Representative

Bauer Hockey/ Cascade Maverik Lacrosse•Liverpool, NY

11d•$18 - $20•Hybrid

About The Position

Reporting to the Team Coordinator, this Customer Solutions Representative, Team provides exceptional support and service to both internal and external customers, ensuring inquiries, orders, and requests are handled efficiently, accurately, and in accordance with company policies and procedures. This role combines customer service, sales support, order management, and product knowledge to deliver seamless customer experience while supporting business growth. This position begins with a strong foundation in general customer solutions, including customer inquiries, order management, warranty support, and product knowledge. As expertise develops, responsibilities expand to include specialized support for the company’s custom business across both men’s and women’s product lines and various sales and service platforms. The role works closely with accounts, customers, sales representatives, manufacturing partners, and cross-functional teams to ensure customer and custom requirements are clearly understood and communicated, orders and projects progress accurately and efficiently, timelines are maintained, and customer expectations are met or exceeded.

Requirements

High School Diploma with 1 – 3 years of customer service experience or related field- or equivalent years of relevant and related experience.
Experience with SAP system preferred.
Skilled in managing time effectively
Demonstrate proficiency in Microsoft Office applications, including Word, Excel, and Outlook
Consistently maintains a pleasant and friendly demeanor.
Effective problem solver who is able to analyze problems, generate options and choose course of action.
Ability to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
Must be able to demonstrate empathy for customer’s situation in all cases.
Must be able to work overtime as necessary.
Must be able to travel when necessary. (limited)

Responsibilities

Superior working knowledge of Cascade and Maverik Products, Product Catalogs, throughout the processing of all digital tools & platforms to analyze, train and support business needs.
Respond to customer inquiries, orders and/or complaints via phone, email, and websites using superb customer service skills to ensure positive results and customer satisfaction.
Coordinate custom order projects from initial customer inquiry through production, fulfillment, and delivery, ensuring accuracy of specifications, artwork, product configuration, and timelines.
Review custom order requirements for completeness and accuracy, resolving discrepancies before production begins.
Build and maintain long-term business relationships with both internal and external customers and sales reps through prompt, efficient and anticipatory service thus promoting loyalty to our brands.
Responsible for order file management including accurate order entry using SAP system, ensuring compliance to current sales programs and customer delivery requirements are met, adherence to vendor guidelines and maintaining open order file to update information for current inventory availability and customer requirements.
Make appropriate suggestions for substitutions of unavailable products, informs customers of new products in stock, and makes order suggestions based on extensive knowledge of both product and customer history.
Monitor custom order status, identify potential delays or issues, and proactively communicate solutions to customers and internal stakeholders.
Identify opportunities to improve custom order processes and recommend solutions that enhance efficiency, quality, and the customer experience.
Frequent communication with all related departments (credit, product, warranty, sales management, supply & demand) is required to ensure customer satisfaction and to create a positive and successful, team-oriented work environment.
Work in collaboration with the distribution center to ensure execution of product launches, and timely deliveries.
Responsible for researching and validating claims, and in turn preparing the appropriate credits and/or debits. Create warranty returns & authorized stock returns.
Track and assist in coordination of Direct Ship Orders.
Keep abreast of new developments and ensure that both PAA policies and procedures and Customer Solutions department policies and procedures are practiced.
Assist in preparation and staffing for off-site events with marketing and research and development and sales departments.
Help as needed for on-site team tours and other events or programs.