SUN DAY RED Customer Service

Position Summary:

We are seeking passionate and driven customer service team members at SUN DAY RED. As a member of the SUN DAY RED Service Team, this position is focused on delivering the best customer service in the industry while maximizing all support opportunities via inbound and outbound phone, e-mail and chat activity. The role serves as the primary contact for incoming customer service questions. Each Customer Service Specialist is expected to have a strong understanding of product offerings and sales programs in addition to a working knowledge of the appropriate operating systems. This position works in a highly collaborative, relational team environment where accountability and ownership for results is paramount.

Essential Functions and Key Responsibilities:

• Provide industry leading service to customers and/or outside sales representatives through daily monitoring of shared support inbox and telephone line.
• Process a variety of requests, identify service and sales challenges, and initiate appropriate action within established guidelines to resolve problems in a timely manner.
• Proactively communicate with customers with outbound phone calls and emails to raise awareness of potential service issues or product availability.
• Project positive, helpful attitude while being an active listener to attend to multiple tasks and responsibilities.
• Utilize effective oral and written communication skills to communicate problems and achieve the best solution with internal partners and external customers.
• Contribute to team and company success by demonstrating a continuous improvement mindset and actively participating in initiatives.
• Responsible for working in and ensuring accurate data at all times in a variety of systems (including CRM, Oracle EBS, Cricket 2,0, and RepSpark).
• Attempt First Call Resolution (FCR) for all customer calls, utilizing problem solving skills and available resources.
• Maintain and enhance customer relationships by building trust and resolving issues promptly and completely.
• Work cross-functionally with internal partners (e.g. credit, Shipping) to identify problems, make order adjustments, recommend process changes or solutions to achieve the best results
• Contribute to team and company success through regular, ongoing training programs as administered by supervisors, trainers, and Human Resources.
• Performs other related duties and assignments as required.

Additional Wholesale Service Responsibilities

• Consistently review the orderbook to ensure both embroidered and non-embroidered orders arrive on time and are accurate to the customer.
• Regular service communications with members of customer service, operations, sales groups, warehouse, credit, customers, and embroidery vendors.
• Proactively build relationships within assigned sales region to assist in driving brand recognition and maximizing revenue opportunities.
• Manage key processes in the successful set-up and on-time delivery of embroidered apparel, headwear, and accessory orders within the assigned sales region.
• Provides event support for up to 2-3 events yearly.

Knowledge and Skills Requirements

• Strong work ethic.
• Superior interpersonal skills are a must.
• Ability to be flexible with changing priorities based on business needs and incoming workload.
• Ability to comprehend and communicate technical product specifications across a wide audience.
• Demonstrated excellent verbal communication and sales skills, particularly via the phone.
• Demonstrated leadership skills.
• Proficient with MS Office Suite.
• Proficient with Sun Day Red operating systems (Oracle, CRM, Demandware, RingCentral, DOMO, Cricket 2.0, etc.)

Education, Training, Professional Certification and Work Experience:

• Bachelor's degree preferred
• 1-2 years in sales/customer service-related position
• Experience in a call center or comparable environment required; considerable exposure to sales and/or operations fields also preferred.

Work Environment / Physical Requirements

• Normal office conditions: work is primarily deskbound.
• Able to work overtime and/or extended hours as required.
• Continual use of phone and computer.
• Potential for travel into the sales field, sales meetings and trade shows.

TaylorMade/SUN DAY RED is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected base pay for this position is $22.00 - $25.00 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.

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TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.