Customer Service Representative(1+2yrs exp req)

Defender is a marine outfitter located in Waterford, CT, in business for 89 years. Our Mission is to be the marine outfitter of choice, offering the widest selection of products at the most competitive prices, and providing only the best customer service. Our valued employees have hundreds of years of combined boating experience and are committed to earning our customers’ trust and respect by offering friendly service, ongoing support, and of course - great value.

In this position you'll contribute to the achievement of sales goals by providing professional, friendly and accurate sales and/or customer service assistance to our customer base.

JOB DUTIES

• Respond promptly and professionally to all incoming customer service and sales inquiries via a variety of communication platforms.
• Assist customers in navigating our online product catalog and provide guidance to ensure they select the appropriate marine products.
• Accurately and efficiently process orders using multiple computer applications and internal systems.
• Provide timely, accurate, and customer-focused email responses that address inquiries and resolve issues effectively.
• Conduct follow-ups with customers according to service guidelines and workflow processes to ensure satisfaction and resolution.
• Offer knowledgeable support for special orders and custom product requests, ensuring all specifications are met.
• Prepare shipping quotes, including freight and international shipping options, in a timely and accurate manner.
• Support department sales goals through upselling, cross-selling, and expert product recommendations.
• Continuously build product expertise through vendor training and internal resources to stay informed of new products and trends.
• Participate in cross-training initiatives to support flexibility and growth across customer service and related departments.
• Contribute to special projects as assigned by management to support business goals.
• Conduct periodic self-evaluations of call performance and customer interactions to identify areas for improvement.

QUALIFICATIONS

Education / Work History:

• High School diploma or more
• Previous Call Center experience
• Boating/Marine industry experience and knowledge
• Commitment to teamwork and customer service

Job Skills

• Positive attitude with ability to prioritize, multi-task and organize
• Excellent written and verbal skills; excellent phone skills
• Practical boating skills

Defender Employees enjoy a broad benefit package including Medical, Dental & Life Insurance, 401(k), PTO and holidays, and very generous Employee Merchandise Discounts. If you take pride in your work and enjoy a fast-paced and pleasant environment where the focus on Customers begins with delivering honesty and real value to serious boaters, please submit your resume for further consideration.

Work Environment:

Office - This position is primarily based in a fast-paced call center or customer service office environment, where employees spend most of their time using a phone and computer. The workspace can be moderately noisy due to frequent phone conversations and general office activity. This may occasionally require the employee to visit our retail store or warehouse, which may involve navigating different physical environments and standing or walking for short periods. Flexibility and adaptability to various work settings are important for success in this role

Disclaimers:
This position is classified as at-will employment. Nothing in this job description should be construed as an express or implied contract of employment. Defender Industries, Inc. reserves the right to modify, amend, or supplement this job description at any time to reflect changes in business needs, operational requirements, or other relevant factors.

Defender Industries is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all employees and applicants are treated with respect and dignity, regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off

Application Question(s):

• Do you have experience with customer service tasks via phone and email?

Ability to Commute:

• Waterford, CT 06385 (Required)

Work Location: In person

Salary : $19