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Job Title: End Consumer Warranty CSR
Department: Sales Operations
Reports to: Warranty Supervisor
Location: Caledonia MN
FLSA Status: Non-Exempt
General Overview: Communicates with end consumer on warranty claims via phone and email. Ensures end consumer returns are handled in a professional manner primarily focusing on bat warranties for all brands. Easton, Rawlings, Miken and Worth
Duties & Responsibilities:
- Answers general and technical product questions for end consumers on the various end consumer queues with an emphasis on bat warranties.
- Answers questions and troubleshoots customer service issues, such as backorders and shipping issues.
- Updates consumer emails regarding returns status
- Ensures orders are shipped on a timely basis based on the request date, and tracks shipments, as necessary.
- Process new return labels and check returns status for customers; reroute packages as needed.
- Coordinates team in monitoring the back-order report, contact customer as required.
- Provides detailed shipping updates to customer.
- Communicate with Warehouse personnel one expediting and prioritizing orders as needed.
- Analyzes Product availability for customers, suggests product substitutions.
- Provides customers updates on status of Bat Repair
- Assist with SN order entry as required.
Knowledge, Skills and Abilities:
- Bachelor’s degree; or comparable work experience
- Excellent alpha and numeric data entry skills
- Strong verbal communication skills
- High level of professionalism and positive people-interface skills. Specifically, with end consumers
- Excellent organizational skills with strong attention to detail
- Strong JDE skills is required.
- Solid Skills in Microsoft Office software, (Word, Excel, Power Point)
- Proficient with JD Edwards
- Minimum 2 years prior customer service experience preferred.
LANGUAGE SKILLS
Ability to read and interpret documents such as reports and correspondence. Strong ability to speak effectively before customers or employees of organizations. Must have proven excellent written presentation and verbal communication skills.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic math and algebra.
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 regularly required to sit, walk and use hands regularly. The employee is frequently required to reach with hands and arms. The employee is regularly required to stand and walk. The employee will occasionally lift and/or move objects weighing 30 - 40 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision. Employee will be required to hear telephone.
Working Conditions: General office working conditions.
Safety Hazards: Minimal
This job description does not list all the duties of the job. Position may be required to perform other duties as needed.
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