Note: The job is a remote job and is open to candidates in USA. Callaway Golf Company is a premium golf equipment, gear, and apparel company. They are seeking a Customer Service Representative to handle customer inquiries, process orders, and provide exceptional service to enhance customer satisfaction.
Responsibilities
- Handle an average of 100 incoming account/consumer calls per day exceeding customer’s expectations on each interaction
- Responsible for explaining the features and benefits of Callaway’s past and current product lines
- Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP
- Responsible for processing return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary
- Process SAP transactions including sales orders
- Respond to inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders
- Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell
- Trouble shoot account and consumer problems as well as UPS tracing/follow up as necessary
- Responsible for directly handling service requests for 3-4 Outside Sales Representatives
- Stay abreast of industry current events and trends
- Demonstrate use of good customer service skills to provide excellent customer service on every interaction
- Utilize efficiencies in multi-tasking to operate simultaneously in SAP, Callaway Connect, Outlook, and Intranet based tools and minimize AUX time
- Proficient in basic sales skills to process overflow Sales order requests and manage order status inquiries
- Work with Repair Coordinator and Customer Service Adjustments Coordinator to trouble shoot shipping, billing and repair issues
- Process ZV17’s to ensure return authorization for repairs are processed quickly
- Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy
Skills
- Handle an average of 100 incoming account/consumer calls per day exceeding customer's expectations on each interaction
- Responsible for explaining the features and benefits of Callaway's past and current product lines
- Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP
- Responsible for processing return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary
- Process SAP transactions including sales orders
- Respond to inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders
- Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell
- Trouble shoot account and consumer problems as well as UPS tracing/follow up as necessary
- Responsible for directly handling service requests for 3-4 Outside Sales Representatives
- Stay abreast of industry current events and trends
- Demonstrate use of good customer service skills to provide excellent customer service on every interaction
- Utilize efficiencies in multi-tasking to operate simultaneously in SAP, Callaway Connect, Outlook, and Intranet based tools and minimize AUX time
- Proficient in basic sales skills to process overflow Sales order requests and manage order status inquiries
- Work with Repair Coordinator and Customer Service Adjustments Coordinator to trouble shoot shipping, billing and repair issues
- Process ZV17's to ensure return authorization for repairs are processed quickly
- Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy
- Basic knowledgeable in SAP-Sales Inquiry, order entry, and processing return authorizations
- Strong Customer Service and relationship building skills
- Knowledgeable in Callaway Golf Product, club alternations, and impact on playability
- Problem Solving and ability to handle difficult Customers
- Analytical, Detail-oriented, Flexible and Decisive
- Demonstrated ability to work in an organized and efficient manner while multi-tasking
- Demonstrated ability to use MS Word and Excel
Company Overview