KJUS | Lead Customer Service Representative

Acushnet Company•Boulder, CO

21d•$55,098 - $66,076•Onsite

About The Position

The Lead Customer Service Representative is responsible for delivering an exceptional customer experience across wholesale, e-commerce, and sales representative channels. This role serves as a primary point of contact for customers, consumers, and internal partners. Responsible for the oversight of all day-to-day Customer Service activity associated with KJUS orders and inquiries. Responsible for executing training for the department. The Lead Customer Service Representative will report directly to the Customer Operations Manager.

Requirements

High school diploma or equivalent, bachelor’s degree preferred
Minimum 5 years of eCommerce or customer service experience
Client and service oriented, reliable, and flexible personality with a high dedication to service
Excellent communication and interpersonal skills
Extended periods of time sitting and/or standing, occasional lifting
Proficient computer skills (MS Office, Outlook)
Strong organizational skills with attention to detail
A passion for outdoor sports industry

Responsibilities

Primary trainer for Customer Service New Hires
Responsible for on-boarding, training, and establishing consistent communication with the new hire
Document, maintain, and constantly improve customer service policy and procedures with support of Customer Operations Manager
Monitor key KPIs for customer service excellence and work with Customer Operations Manager to ensure team is reaching target
Lead in managing the accuracy, availability, and data integrity of inventory across all business systems
Provide consistent support and direction to team members to ensure customer and sales rep inquiries are attended to in a timely, accurate manner
Expert in answering phone calls and customer emails to address customer concerns in a professional, efficient, and caring manner.
The Lead Customer Service role will set an example for team members
Evaluate, process, and complete warranty claims with professionalism and superior customer service
Work with 3PL partners to ensure the end customer experience meets KJUS standards via order prioritization, inventory allocation, and development of processes and procedures
Retain a vast understanding of product lines and a resource for the customer service team
Responsible for accurate, timely fulfillment and shipment of orders with the support of the customer service team
Work trade show booths and help with occasional golf or ski event
Responsible for the entering & processing of pre book orders with support from the customer service team
Provide sales, product, pricing, and inventory data as required by sales team
General administrative support to operations, sales, and marketing departments
Assist with order processing, re-order requests and warranties
Maintain customer files, orders, correspondence, invoices, payments with support from the customer service team