Customer Service Representative
Posted by Eagle Claw Fishing Tackle, Co. on 09/03/2020
Industry Sector: Fishing
Job Categories: Customer Service
Company Type: HardGoods/Equipment
Country: United States
Job Type: Full Time
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
The position is the principal contact, spokesperson, interpreter of needs, problem solver, source of policy, and product information whose purpose is to support the sales efforts of the Company by serving as a coordinator and liaison between the Customer, Sales Representative/Agent, and other departments of the Company while being the main contact between Area Representatives and the Company.
Knowledge/Skills/Ability and Experience
= High school diploma or G.E.D.
= Ability to deal with people in a professional manner both orally and through written communications.
= Prefer intermediate skills in Excel, Access, Microsoft Word and Windows XP.
= Oracle experience preferred.
= Self-starter, good organizational skills and detail oriented necessary.
= Must have good verbal communication skills.
= Proficiency in basic math functions.
= Prefer 10-key experience.
Duties by Territory – Each Customer Account Representative will have a geographical territory for which the following duties may be performed:
= Communicates daily with the customer (business owner; buyer for large wholesalers, distributors, and retailers) or Sales Representative by telephone or written communication regarding: Information about product, terms, computes and quotes prices, deliveries and order status.
= Edits orders received via mail or fax.
= Negotiates and settles customer complaints. Initiates customer credit claims.
= Informs sales agents of transactions in their territory.
= Corresponds to all emails and letters received.
= Authorizes product returns in accordance with Company policy.
= Traces and expedites orders. When necessary determine the method of shipment and negotiates method of payment.
= Recommends product for various types of fishing and substitutions for out-of-stock items. Uses influence to guide customers to buy right product for their needs.
= Establishes yearly contract programs under the direction of the Inside Sales Manager. Accurate maintenance of item pricing and structure.
= Placement, fulfillment, and compliance of orders received through store direct call-ins, or communication with Account Field Representative/Agent or other means.
= Initiates return documentation as appropriate and assist company departments in resolution of returns/credits.
= Performs order entry into the computer by translating and applying all relevant information according to procedures and current Sales and Customer programs.
= Initiates the print process on Sales Order Acknowledgements.
= Checks information keyed from purchase orders to verify accuracy on item numbers, quantities, special discounts, prices, payment terms, shipping information and special handling.
= Performs data entry on order returns
= Communicates verbally and in writing when necessary all order entry problems to Customer Service, Credit, Sales and Marketing.
= Notes any changes from the original PO on the order acknowledgement to update customer.
= Books orders and returns upon completion.
- Researches un-booked orders to be sure the reported order status is correct.
- Enters file maintenance in all support files such as Customer Information, Discounts, and Price Lists as directed.
- Performs daily product reservations on specified orders.
- Enters order cancellations.
- Observes and practices all safety and good housekeeping rules and regulations of the Department and/or the Company, such as keeping the office and all office furniture, equipment supplies and other material in a neat and safe manner so the office is functional and efficient.
- Performs similar or less skilled duties when requested.
Physical Environment and Working
= Must have the ability to occasionally lift up to 25 lbs. when moving catalogs or preparing small shipments or performing similar duties.
= Must have the physical ability to understand and communicate effectively via telephone, email, and fax methods.
= Must be able to work and remain focused on detail in an open office environment where other department phone and business conversations are a part of the environment.
= Must be able sit at a PC and phone for 90% of the 10 hour work day.
= Must be able to stand, stoop, reach, and bend when asked to work at tradeshows.
About Eagle Claw Fishing Tackle, Co.
Eagle Claw Fishing Tackle, Co. is one of the most recognized names in the tackle industry and has been a manufacturer of fishing products for over 90 years. Not only do we manufacture our fishhooks right here in Denver, CO, but we distribute premium quality fishhooks, rods, reels, and terminal fishing tackle throughout the United States and in over 40 countries worldwide.
Along with being a great place to work, we offer the opportunity to work a 4 day work week, ability to participate in an excellent benefit package which includes medical, dental, life insurance, long term disability, profit sharing and a 401K plan with a match.
Eagle Claw is an equal opportunity employer, dedicated to promoting a culturally diverse workforce.