Customer Service Representative

SUMMARY

Processes orders and interacts with Buck Knives’ new or existing consumers by mail, telephone, fax, Email and sometimes in person. Maintains good will and great relationships to assure a positive experience for Buck Knives customers, vendors and dealers. The Customer Service Representatives will assist customers with placing orders and making product selections to best meet their needs. This position will efficiently respond to all customer inquiries, including confirmation of order status, process refunds and exchanges of Buck Knives products and accurately update progress in our order tracking system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities include but are not limited to the following-

• Provide assistance and support to consumers.
• Provide any technical, program, product information to consumers.
• Answers questions, provide clarifying information, research and resolve order and product questions.
• Explore alternative solutions and escalating unresolved problems to supervisor/manager as necessary.
• Work with Accounting, Warranty and Shipping to assure orders are being shipped.
• Sells additional product by recognizing opportunities to up-sell.
• Assists consumer with returns or refunds, shipment tracking and price verification; providing backup paperwork as necessary.
• Processes consumer sales payments for manual orders.
• Reviews and confirms web orders.
• Document call information according to operating procedures.
• Comply with all standard safety practices, safety rules, and all Company rules and policies.
• Regular attendance is an essential function of this position.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typing 35 WPM min and 10-key by touch
• Must have excellent communication skills.
• Excel knowledge is helpful but not a requirement

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to two years related experience and/or training, or equivalent combination of education and experience. Must possess organizational ability and must be detail oriented. Sales experience desirable and excellent interpersonal skills required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment will include office areas, manufacturing areas and warehouse/shipping areas.

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate.

• Regular Attendance is crucial to this position.
• MUST be able to type minimum 35 WPM.
• This position does NOT offer remote work.