Customer Service Clerk

The Customer Service Clerk serves as a primary point of contact for customers and dealers by providing exceptional service and support throughout the ownership experience. This position is responsible for responding to inquiries, coordinating requests, maintaining accurate records, and working collaboratively with internal departments to ensure timely and effective resolution of customer needs.

Essential Duties and Responsibilities

• Serve as the primary point of contact for customer and dealer inquiries via phone, email, and other communication channels.
• Provide professional, courteous, and timely customer service while building positive relationships with customers and dealers.
• Respond to questions regarding boat features, parts availability, owner resources, and general product information.
• Coordinate customer requests with Production, Parts, Engineering, Sales, and other internal departments as needed.
• Maintain accurate customer records and document all customer interactions within company systems.
• Follow up with customers and dealers to ensure requests and concerns have been addressed in a timely manner.
• Assist customers in locating appropriate resources, manuals, product information, and company contacts.
• Process customer correspondence and maintain organized records and files.
• Identify recurring customer concerns and communicate trends to management for continuous improvement.
• Support special customer service projects and departmental initiatives.
• Maintain confidentiality of customer and company information.
• Perform other duties as assigned.

Required Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact professionally with customers, dealers, and coworkers.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to learn company software and customer management systems.
• Strong attention to detail and problem-solving skills.
• Strong conflict resolution and de-escalation skills, with the ability to exercise patience, empathy, and sound judgment

Preferred Qualifications

• Previous customer service experience in manufacturing, marine, recreational vehicle, automotive, or related industries.
• Experience working with dealerships or distributor networks.
• Familiarity with marine products or boating is a plus.

Physical Requirements

• Prolonged periods of sitting and computer work.
• Occasional lifting of files, office supplies, or product literature up to 20 pounds.
• Ability to communicate effectively in person, by telephone, and electronically.

Work Environment

• Office environment within a manufacturing facility.
• Frequent interaction with customers, dealers, and internal departments.
• Occasional visits to manufacturing or product display areas may be required.

Key Competencies

• Customer Focus
• Professional Communication
• Relationship Building
• Problem Solving
• Attention to Detail
• Organization
• Time Management
• Teamwork
• Adaptability
• Accountability