Customer Service Representative

K2 Sports

Seattle Washington

0 year(s)

Job Description
POSITION PURPOSE • Provide excellent customer service, warranty and technical support to authorized dealers and consumers • Establish and maintain great relationships with dealers, independent sales representatives and internal customers • Manage sales orders in assigned territories, ensuring accuracy of price and terms and on time delivery by requested ship date • Communicate status of orders to dealers, consumers, sales reps and sales and customer service managers PRINCIPAL ACCOUNTABILITIES • All Brands- K2, Ride, Line, Full Tilt, Atlas, Tubbs, and Madshus • Achieve company financial objectives through proactive sales order entry and management • Answer incoming phone calls from dealers, sales reps and consumers through our ACD (automatic call distribution) lines in a timely and professional manner • Respond to e-mail and letters from dealers and consumers • Provide excellent customer service to authorized dealers and consumers through strong verbal and written communication skills • Perform outbound sales calls to existing customers to generate new business • Understand technical and non-technical aspects of multiple product lines, including parts and sales programs • Understand and follow standard operating procedures • Audit customer purchase orders compared to sales orders to ensure compliance with current prices, terms, special programs and accounting requirements • Manage sales orders in assigned territories using K2 reporting systems to ensure on-time deliveries to customers • Collect, file and maintain documents and correspondence from customers • Work closely with Credit dept for the timely release of orders and customer reconciliation issues • Attend dealer, regional and/or national trade shows as required; participate in dealer and sales meetings, learning about products, services and sales programs • Maintain product knowledge through clinics, sales meetings, trade shows and industry publications • Process requests for Return Authorizations (issue RA#s) in compliance with K2 return and warranty policies • Anticipate, analyze, define and solve problems in a timely manner, including delivery issues, misships, and pricing and terms issues • Communicate extensively with supervisor, sales managers and sales reps regarding status of orders • Manage ACD phone system MINIMUM QUALIFICATIONS • Minimum of 5 years customer service experience (retail, online and/or call center) • Advanced skills in MS Windows applications, particularly Excel, Word, and Outlook • Experience with MRP systems • Consistent sense of urgency required • Ability to work well in a team environment and cross functionally • Detail oriented, conscientious, and self-motivated • Excellent follow through and persistence • Excellent time management skills • Ability to prioritize, multitask and escalate when needed • Initiative to improve processes and reduce costs • Overtime and/or an adjusted schedule may be required in peak season DESIRED QUALIFICATIONS • Bachelors’ Degree or related experience • Genuine interest and understanding of K2 products • 3-5 year’s experience with outdoor retail sporting goods