Temporary Specialist Customer Service at Taylormadegolf

Temporary Specialist Customer Service is focused on delivering the best customer service in the industry by providing excellent customer service through the full use of technical, administrative, organizational, interpersonal, communicative skills and critical thinking while maximizing all support opportunities via inbound and outbound phone, email, and online chat activity.  This position is the primary contact for all direct-to-consumer/business-to-consumer service [DTC/B2C] questions and is expected to have a strong understanding of all TaylorMade product offerings and eCommerce programs, in addition to a working knowledge of the appropriate operating systems and guidelines.  This position works in a highly collaborative, relational team environment where accountability and ownership for results is paramount.

Essential Functions and Key Responsibilities:

• Project a positive, helpful attitude while being an active listener to attend to multiple tasks and responsibilities
• Maintain and enhance customer relationships by building trust and resolving issues promptly and completely
• As needed, handles a wide variety of consumer calls (inbound and outbound) to answer consumer questions and/or identify service needs. Processes appropriate action including inputting of orders, initiation of warranty/repairs, initiation of credits/returns, troubleshooting any site/program issues to ensure proper, quick resolution etc.
• Processes appropriate action including inputting orders, initiation of warranty/repairs, initiation of credits/returns, within our guidelines etc.
• Escalation point of contact for Ecom/Consumer Service Team for all warehouse and order flow related issues, including returns, DemandWare and other interface issues.
• Attempt First Call Resolution (FCR) for all customer calls: utilize problem solving skills and available resources, enhance customer relationships by building trust, resolve issues promptly and completely
• Attempt One Case Resolutions for all cases submitted by customers through Warranty claims and Contact Us cases – utilize problem solving skills and resources to resolve the customers issues within our recommended guidelines. All cases must be responded to within 24-48 hours SLA.
• Monitor daily reporting, including fraud holds, online trade-in program, current open orders, custom orders and gift card program; take appropriate action to ensure that orders are flowing through system and completed in accordance with team metrics
• Work cross-functionally with internal partners (i.e. Credit, eComm, Fulfillment, Distribution) to identify problems, make order adjustments, recommend process changes or solutions to achieve the best results
• Maximize time, upsell opportunities and effectiveness on inbound calls with customers
• Demonstrate a “selling through service” mindset by driving revenue through all contact with TaylorMade Golf customers
• Utilize CRM system (Dynamics) to record, track, and manage all customer interactions
• Consistently monitors Oracle EBS System interface to ensure orders are not stuck in transmission from DemandWare
• Attend and participate in any Department Meetings, Product Knowledge or Technical Training Sessions as required
• Actively participate in team atmosphere to achieve department and company goals
• Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources
• Assists CS manager with reports, system maintenance, special projects when necessary and performs other related duties and assignments as required

Knowledge and Skills Requirements:

• Demonstrates initiative and is motivated to get the job done
• Should be positive, patient, and have a dedicated, ability to handle conflict in a calm, professional manner
• In-depth knowledge of TaylorMade Customer Services practices and processes required
• Excellent customer service and ability to collaborate effectively with others across the company
• Fluent English with superior written and verbal communication
• Excellent interpersonal and listening skills with the ability to recognize and deal tactfully and diplomatically with customers, staff and others at all levels of the organization
• Excellent presentation and training skills
• Ability to instruct and lead others to complete the assigned tasks
• Ability to work as a leader in a fast-paced, time-sensitive team environment
• Ability to work across teams and manage priorities to accomplish multiple tasks is required
• Time Management skills, can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines
• Strong organizational skills and attention to detail
• Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint)
• Proficient in Oracle EBS, Dynamics CRM, DemandWare, GNav, Cricket, etc, and possesses aptitude to learn new systems quickly
• Passion/interest/knowledge for golf required

Education, Work Experience, and Professional Certifications:

• High school diploma or GED required
• 2+ years of customer service experience
• In depth knowledge of TaylorMade golf products and customer service processes

• Working knowledge of golf products required

Work Environment / Physical Requirements:

• Normal office conditions with extensive computer and phone usage
• Ability to work extended hours as necessary
• Able to work efficiently and accurately in an atmosphere of frequent interruption
• Light physical effort equal to frequent lifting or moving of lightweight materials

TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected annual base pay range for this position is $21.50 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.

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TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.