Commercial Customer Service Representative

About us:  

Sparx Hockey was founded in 2013 to solve the greatest unmet need in ice skating sports (e.g., hockey and figure skating) - maintaining sharp skates. Today, Sparx is relied upon for high-quality skate sharpening by families, teams, retailers, rinks, and professional skate sharpeners around the world. In addition to Sparx Hockey’s exceptional products and record-setting growth, we also pride ourselves on being a fun place to work. Although it’s not an employment prerequisite, many of our employees still play, coach, and parent hockey players. We do more than just build great hockey products; we use them ourselves. When we’re not working hard or playing hockey our team can be found having a blast at our annual summer outing and impromptu barbecues that fill in the rest of the Sparx annual event calendar. Our global headquarters are in Acton, MA and are home to our R&D, Operations, Marketing, Sales, and Finance teams as well as our production lines and warehouse/distribution center.    

The position: 

We are seeking a Commercial Customer Service Representative to join our team.  As part of the Commercial Sales team, this individual will be responsible for delivering best-in-class customer service via phone, email, and live chat.  

The ideal candidate for the role is enthusiastic with strong interpersonal skills and attention to detail.  Sparx Hockey is a fast-paced environment where company culture is critically important – we work as a team, and we look for team players.  

Responsibilities: 

• Support the Outside Independent Sales Reps and Inside Sales Team with daily customer and account needs.  
• Provide top-notch customer support in a timely, efficient manner via phone, email, and live chat 
• Respond to customer inquiries regarding products, pricing, availability, and account information 
• Provide updates on orders, shipments, repairs, returns, and exchanges 
• Process and enter commercial customer orders accurately and efficiently 
• Assist with order management and other operational or customer service tasks as needed 
• Assist the Inside Sales team with data entry, account maintenance, and administrative tasks 
• Continuously develop and maintain a strong working knowledge of Sparx products, services, and policies  
• Troubleshoot and resolve initial product functionality and performance issues for commercial customers, escalating more complex technical matters to the Commercial Tech Services team as appropriate. 

Qualifications: 

• Passion for providing excellent customer service and a proactive approach to addressing customer needs and concerns. 
• Exceptional attention to detail with a commitment to delivering accurate and thorough work. 
• Ability to thrive in a fast-paced environment and adapt to changing priorities and processes 
• Bachelor’s Degree and/or equivalent experience in Customer Success, Customer Support, Sales, Corporate Communications, Business Development or Account Management or related field. 
• Excellent written, verbal, and phone communication skills, with the ability to adapt conversations for technical and non-technical customers 
• Proficient in Microsoft Word and Excel 
• Database Experience 

Extra Credit: 

• Experience with hockey – either as a player, coach, or parent 

Benefits: 

• Health, Dental, Vision, 401(k) with employer match 
• Generous PTO 
• Hybrid schedule – Tues/Weds/Thurs in office, Mon/Fri at home