About us

Regal Lager brings carefully selected, safe, well-designed baby and children's product into the United States and Canada from countries across the globe. We create awareness for our brands through distribution to quality retailers, select websites, industry partnerships, excellent customer care and continuous national presence in the media.

**Job Summary:**

Customer Care Representative – Regal Lager Inc.

Regal Lager, a distributor of high-end baby and children’s products located in Kennesaw, GA, is currently seeking a Customer Care Representative to deliver a positive experience to all our customers, retailers and end consumers. The Customer Care Representative will assist customers via Zendesk, email, and phone to answer questions, assist with issues and place orders. Team members with a passion for delivering the best customer service, who are confident and knowledgeable make all the difference. This is an onsite, office based position. It is not hybrid or WFH. If you are not willing to work in our offices in Kennesaw, please do not apply.

Duties of a Customer Care Representative

· Interact with customers daily via email and phone to answer questions about products and provide quality customer service

· Maintain a positive representation of the company and associated brands at all times

· Perform a needs assessment of the customer and products and services – be proactive

· Ensure and provide quality service to external customers - engage customers

· Strong phone contact skills and active listening

· Answer all customer inquiries in a timely and professional manner

· Process orders received via EDI and email, and additional data entry with a high level of accuracy and timeliness

· Enter, process and monitor orders sent up to our Canadian 3PL warehouse

· Take , resolve and escalate issues as needed

· Keep records of customer interactions, transactions, comments and complaints

· Assess and appropriately respond to product quality/warranty issues

· Handle return authorizations and process replacement part orders

· Process payments

· Request Freight quotes and address freight issues

· Interact with staff and report customer and consumer feedback to management

· Perform additional duties as directed

· Assist consumers with determining what products meet the needs they have; for example, what gate might be needed for a given location

· Work in key retailer portals (Amazon, Target, Walmart) to process orders and information

Requirements of a Customer Care Representative

· Positive attitude, people oriented, adaptable, energetic, and empathetic

· Must be able to work independently, yet be able to operate effectively as a team player

· Must have great attention to detail – quality focus

· Must be personable and comfortable interacting with customers daily, both on the phone and via email

· Must have good conflict resolution capabilities and a desire to turn frustrated customers into repeat customers

· Must be organized and be able to follow up and follow through

• Ability to manage and complete multiple projects and activities with strict time sensitive deadlines

• Ability to work under pressure

• Must have strong written and verbal communications skills

• Must be able to learn and understand technical products such as baby gates and stroller board attachments

• Previous customer service and sales experience is a plus

• Strong computer skills—Experience with Zendesk and Excel are desirable, MS Dynamics (Great Plains) a plus

• Fluent in Spanish is a plus

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Commute:

• Kennesaw, GA 30144 (Required)

Ability to Relocate:

• Kennesaw, GA 30144: Relocate before starting work (Required)

Work Location: In person