Job Opening: Hybrid Customer Support Specialist
Description
- Provides sales support to dealers and sales reps to ensure efficient and accurate service relating to the placement and handling of purchase orders. Handle occasional consumer or product ambassador calls checking on order status along with internal house order processing.
- Provides post-sale support to retail channel partners in the form of entering orders for replacement parts, finished products, facilitate returns process during or after the ales. Documents the interaction in the appropriate computer application to help drive support and inform other agents of transactions in case you are not available.
- Responds to inquiries and resolves a variety of issues. Educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.
- Provides pre-sale support to retail channel partners in the form of product selection based upon the application and desired features, installation and rigging, promotions, product availability, pricing, and where to purchase. Documents the interaction in the appropriate computer application to help drive support and inform other agents of transactions in case you are not available.
- Executes routine reports and independently creates reports to support department activities. Demonstrates proficiency in supporting the minimum amount of product families as identified by each Johnson Outdoors brand. Maintains and monitors personal performance metrics to ensure department KPI’s (key performance indicators). Strives for continuous improvement and should main the highest levels of performance in all areas of responsibility.
- Performs other duties as assigned.