Customer Service Representative

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

Requirements:

• 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