Customer Service Representative 1 (Custom Shop)

The role of the Customer Service Representative is to provide a superior level of Customer Service to all customers. This person must be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast-paced environment. The CSR will strive to improve customer relations with every interaction whether it be with the customer, sales team, or an internal team member.

Essential Duties and Responsibilities:

• Login and answer phone calls as directed by manager
• Responds to inquiries by email and phone concerning order status, price, availability as well as the application of products, services, promotions, and programs within 1 business day
• Responsible for ensuring order entry is complete and accurate within 2 business day of receipt or as indicated by established work flows
• Monitor order(s) are releasing to the Distribution Center in a timely manner
• Tracks and communicates order progress up to and including delivery to customers and/or the sales team using various system applications
• Issues and enters Return Authorizations, shipping labels, and/or credits
• Thoroughly researches customer issues, complaints and/or comments and provides complete and timely resolution
• Understand and document customer requirements for assigned accounts
• Cross-trained with consumer customer phones
• Other duties as assigned

Education and Experience:

• High School diploma, or equivalent
• 1 – 3 years prior experience in Customer Service preferred
• Bi-lingual – English/Spanish preferred when working with International Accounts
• Experience with production embellishment techniques preferred

Computer Skills:

• Experience with Microsoft Outlook, Teams, Word, and Excel
• Working knowledge of Dynamics AX or similar ERP software preferred
• Working knowledge of ShopWorks or similar production software preferred

Competencies:

• Strive to continuously build knowledge and skills

• Great attention to detail
• Contributes to building a positive team spirit; asks for and offers help when needed
• Meets productivity standards; looks for ways to improve and promote quality
• Accepts responsibility for own actions; treats people with respect and consideration
• Works with integrity and upholds organizational values
• Adheres to 5.11 Policies and Procedures
• Observes safety and security procedures; reports potentially unsafe conditions to manager

OUR VALUES:

At 5.11 we embrace a high energy culture built upon our values of Service, Unity, Impact and Tenacity.

Service – At 5.11, we wear our passion for service on our sleeves: it is an honor to serve those who serve and people of all walks of life. With humility and great respect for our consumers and our roots, we take pride in our brand and engage with our communities. By championing the needs of our consumer we fulfill the mission of a lifetime.

Unity – We build together—as one, global 5.11 family. Our individual abilities and diverse perspectives strengthen outcomes. We collaborate, taking a holistic view and listening actively. By communicating with intention, care and clarity, we empower each other to reach new heights.

Impact – We have big ambitions and they start and end with our consumer. With them in mind, we innovate for impact—we think big, think creatively and challenge norms. We foster curiosity and iterate, relentlessly pursuing solutions. For ultimate impact, we drive to disrupt for good.

Tenacity – We are tenacious in our pursuits and accountable to each other. This builds trust and the confidence to rise to any challenge. We have the courage to take risks and, no matter the outcome, we flex and adapt, always having each other’s backs. We persist—determined to Always Be Ready.

Pay Range: $19 - $22 per hour

5.11 Tactical offers a best-in-class benefits program including: medical, dental and vision insurance; a 401(k) program with employer match; employer-paid basic life and AD&D insurance. Additionally, employees can choose from several voluntary benefits including: Hospital Indemnity/Accident insurance; Flexible Spending Account/Health Saving Account; Employee Assistance Program; Paid Time Off/Paid Holidays/Sick Time; Casual Dress Code; and Employee Discounts.

*If you are a regular full-time employee working at least 30 hours per week, you and your eligible dependents may participate in 5.11’s benefits program.*

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)