What are the responsibilities and job description for the Inbound Customer Service position at Baudville Brands?
INBOUND CUSTOMER SERVICE REPRESENTATIVE I & II
ABOUT THE OPPORTUNITY:
This role is responsible for delivering an exceptional customer experience across all Baudville Brands by handling inbound customer calls with accuracy, efficiency, and professionalism. The position focuses on answering product and order inquiries, entering and managing quotes and orders, resolving issues, and supporting sales objectives such as conversion, upselling, and average order value.
The individual in this role will follow established call flows, policies, and procedures while maintaining detailed documentation of customer interactions. Success requires strong problem‑solving skills, attention to detail, and the ability to build positive working relationships with customers and internal team members. This role also provides opportunities to support broader sales and sales support functions as business needs require. This role is on-site from 10:30 am to 7:00 pm, Monday - Friday.
DUTIES AND RESPONSIBILITIES:
- Resolve all inbound customer inquiries promptly to completion.
- Demonstrate strong customer focus and commitment to quality.
- Follow all policies and procedures to ensure accuracy and consistency.
- Problem-solve and handle escalated issues appropriately.
- Achieve minimum expectations for upselling, average order value, and call conversion.
- Ability to meet and exceed all monitoring criteria and utilize feedback for further development.
- Ability to meet all department objectives and metrics for call handling.
- Perform any sales support functions as needed
- Obtain specific information and keep records of all customer communication in the NetSuite note fields.
- Have knowledge of any and all brands and product lines to be able to efficiently and effectively communicate options and appropriate products to customers.
- Establish and maintain working relationships with team members and those contacted within the course of the work day.
- Support company, team and individual goals.
- Support all areas within the sales suite as needed
- Understand and carry out instructions and duties as assigned by leadership.
IDEAL CANDIDATE TRAITS:
- Proven ability to be detail-oriented
- Highly motivated and professional with excellent communication skills, highly confident and goal-oriented.
- Strong computer skills and proficiency in Excel and Word, as well as the ability to display competency in our company software and products.
- Well-developed sales and customer service skills, such as strong follow-through skills and attention to detail.
LEVEL II:
- Expected to resolve more complex customer issues
- Responsible for the overall maintenance and fulfillment of specialized job functions/channels
- Efficiently and professionally assists other departments in cross-functional support, as needed
- Demonstrates heightened mentorship and training skills for the development of team members
KEY MEASURES OF SUCCESS:
- Must be highly detail-oriented in order to achieve a 99.7% accuracy rate or better for all entered orders.
- Conversion rate of 30% or better.
- Achieve the target for lines per order for Baudville and IDville Brands.
- Contribution towards the department service level goal of answering each call within 15 seconds 92% of the time or greater.
REQUIREMENTS:
- High School Diploma or equivalent
- 0-2 years business-to-business sales or equivalent experience desired. (Level I)
- 2-5 years of business-to-business sales or equivalent experience desired. (Level II)
- The position is mainly sedentary. Must be able to work in an office environment. Requires attentiveness and computer operation for prolonged periods.
Our Winning Culture Offers
- A world-class work environment:
- West Michigan’s 101 Best and Brightest Companies to Work for 18 times
- National Best & Brightest winner for 13 consecutive years
- 101 Best & Brightest in Wellness winner 12 times
- 7-time Great Place to Work Certified™. (https://www.greatplacetowork.com/certified-company/7012443)
- Performance-based compensation commensurate with experience including annual salary and discretionary bonus
- Stability of a privately held, employee focused business with 41 years of rich and diverse history
- Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability
- Company sponsored 401K with vested match
- Tuition Reimbursement
- Paid Parental Leave
- Peer group of proven winners – ready to embrace the same and grow our successful business to new levels.
At Baudville Brands, we offer a challenging but rewarding work environment where employees respect and recognize each other. We are dedicated to workforce diversity and a drug- and smoke-free workplace. Baudville Brands is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, veteran status, disability or any other protected characteristic. We welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview process a great one, please let us know.