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Customer Service Representative in Wilsonville, OR at Global Partner Solutions

Date Posted: 10/28/2018

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Customer Service Representative

Category: Customer Service
Location: Wilsonville, OR

Job Summary:

The primary role of this position is Customer Service Representative.  This individual must possess solid written and verbal communication skills, understand and disseminate product information, be able to function in a fast paced environment and have a genuine commitment to helping others. This position requires extensive hands-on collaboration with our Marketing, Product Line, and Quality Assurance teams, solid firearms and sports optics knowledge, customer relationship activities, and light administrative duties. Must be able to prioritize multiple tasks and perform under pressure while maintaining a high degree of credibility and integrity.

  • Answers incoming consumer calls, e-mails and/or faxes to resolve warranty claims, Webstore issues, general inquiries and orders for merchandise.  The ability to handle 75+ calls on peak days is expected
  • Provide technical assistance and issue resolution on customer Electro-Optic products while creating a win/win scenario for both the consumer and customer.
  • Enters warranty and order data into computer and informs customer of repair processes, pricing and shipping date projections
  • Upsell additional accessories and services and participates in monthly consumer sales campaigns
  • Communicate daily with Finance to resolve outstanding credit card payment issues on parts, accessories and billable services
  • Review social media forums to identify quality and service trends and seek to resolve with end-user and/or internal departments
  • Inspection and data reporting support on product returns and incoming product as needed 

Requirements

Experience and Education required:

  • Must have a minimum of 1-3 years of experience in Customer Service or a Customer-Focused Sales environment. Solid firearms and sport optics knowledge or demonstrated aptitude is highly desired. High school diploma or equivalent; or prior military experience.  College degree a plus.
  • Working knowledge of hunting practices, shooting sports, ballistics, sports optics and rifle scope applications
  • Familiar with binoculars, spotting scopes, riflescopes, red-dot sights and rangefinders.
  • In-depth knowledge of customer service principles and best practices
  • Strong interpersonal and troubleshooting skills
  • Proficiency with ERP customer service support software (Oracle preferred) and MS Office applications

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