Shimano North America Fishing, Inc. is a global company offering the world’s sporting community with top labels and brands including Shimano, Pearl Izumi, G. Loomis, Power Pro and Innovative Textiles, Inc. (ITI). We are seeking a Customer Service Representative to join our Irvine, CA team!
We are proud of our staff; diverse in talent, interests and backgrounds. Job seekers can find unique, one of a kind job opportunity in our fishing and cycling divisions, including national and regional sales, marketing, retail services and distribution. We offer an exceptional array of employee benefits and we are proud of a workforce that takes advantage of the health and wellness benefits we offer. Those that seek opportunities with employers that focus on reducing negative impacts on the environment need look no further than SHIMANO NORTH AMERICA. Our company is an ISO14001 certified business where environmental compliance and continual improvements are part of our business philosophy a and operations. If you feel you can bring talent, innovation and enthusiasm to our workforce then please consider the opportunities we have available.
Job Summary:
The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of the company’s products and programs as well as communicating effectively with team members within the customer service d department.
Essential Duties/Responsibilities:
· Respond to customer web inquiries regarding online merchandise or service orders.
· Assist customers via phone, email and chat regarding placing orders, order confirmation,
product/promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention.
· Assist customers with product selection, answers basic questions, and suggests various product options that are available.
· Document customer issues and inputs in ticketing system.
· Ensure prompt and proper resolution of customer queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.
· Work directly with customers to resolve order-related issues
· Assist with warehouse fulfillment center to ensure smooth order process
· Create and maintain customer loyalty by providing unforgettable service
· Process product orders and answer questions regarding availability and pricing
· Assist customers with comprehensive technical support of their product
· Provide recommendations on product purchases
· Work with team to achieve department goals
· Perform other duties as assigned by supervisor
Job Qualifications:
· 3+ years of Customer Service Experience
· Data Entry skills
· Ability to answer a high volume of phone calls.
· Proficient in Excel, Word and Outlook
· AS400 – database management (JD Edwards) preferred
· Fishing Knowledge and Shimano products a plus
· Digital and e-commerce experience preferred.
· Excellent interpersonal skills
· Demonstrate sound decision making abilities
· Ability to anticipate problems and create solutions for them
· Strong attention to detail
· Accept and adapt well to corporate or departmental change
· Able to begin tasks with limited supervision
· Understand and process new information quickly
· Understand the value of creating customer loyalty
· Maintain stable performance and poise in high stress situations
Education:
High School or GED Equivalent
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change
responsibilities and duties herein without notice.
Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion,
sexual orientation, veteran status or any classification protected by federal, state, or local law.
