Do you have what it takes to win?

Like a championship team, a leading global sports brand is built with a solid foundation of players at all levels who have an unending desire and dedication not only to succeed, but also to win. At Cascade Maverik, our championship team is deeply committed to developing the most innovative sports equipment in the industry and we are always looking to strengthen our roster with talented players.

Since 1986, Cascade has prided itself on building and delivering high performance game-changing headgear, manufactured in the USA.

Maverik, founded in 2005 by All-World professional lacrosse players, is a leading lacrosse manufacturer of heads, shafts, complete sticks, protective gear, and accessories.

Want to join our team as a Customer Service Representative?

In this role, you will be a key member of our Sales and Customer Service Team, directly connecting with our customers and influencing their Cascade Maverik experience. Under the general direction of the Customer Service Supervisor, and in accordance with applicable policies and procedures, the Customer Service Representative is responsible for ensuring delivery of extraordinary customer service that both meets and exceeds the expectations of both our internal and external customers.

Essential Job Functions & Responsibilities:

• Responsible for delivering pleasant, professional, accurate and timely information to a broad base of customers including, but not limited to, youth players, parents, athletes, coaches, athletic directors and retailers.
• Respond to all customer inquiries, orders and/or complaints via phone, email, websites and social media, using superb customer service skills to ensure positive results and customer satisfaction.
• Build and maintain long-term business relationships with both internal and external customers and sales reps through prompt, efficient and anticipatory service thus promoting loyalty to our brands.
• Responsible for order file management including accurate order entry using SAP system, ensuring compliance to current sales programs and customer delivery requirements are met, adherence to vendor guidelines and maintaining open order file to update information for current inventory availability and customer requirements.
• Make appropriate suggestions for substitutions of unavailable products, informs customers of new products in stock, and makes order suggestions based on extensive knowledge of both product and customer history.
• Continuously strive to obtain information on the latest developments in products.
• Frequent communication with all related departments (credit, product, warranty, sales management, supply & demand) is required to ensure customer satisfaction and to create a positive and successful, team-oriented work environment.
• Work in collaboration with the distribution center to ensure execution of product launches, and timely deliveries.
• Superior working knowledge of Cascade and Maverik Products, Product Catalogs, and MavBiz and/or LAXBiz (where applicable) in order to analyze, train and support customers’ needs.
• Responsible for researching and validating claims, and in turn preparing the appropriate credits and/or debits. Create warranty returns & authorized stock returns.
• Track and assist in coordination of Direct Ship Orders when applicable.
• Keep abreast of new developments and ensure that both Performance Lacrosse Group policies and procedures and Customer Service department policies and procedures are practiced.
• Assist in preparation and staffing for off-site events with marketing and research and development and sales departments.
• Help as needed for on-site team tours and other events or programs.

Qualifications:

• High School Diploma with 1-3 years of customer service experience.
• Excellent written and verbal communication skills.
• Experience with SAP system preferred.
• Must be comfortable with Microsoft Office programs.
• Must be comfortable learning new software programs.
• Consistently maintains a pleasant and friendly demeanor.
• Maintain and promote a positive “can do” attitude”.
• Effective problem solver who is able to analyze problems, generate options and choose course of action.
• Ability to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
• Must be able to demonstrate empathy for customer’s situation in all cases.
• Must be able to work overtime as necessary.