Customer Service Representative

Discount Marine Source (DMS) is hiring an enthusiastic and motivated, fulltime, Customer Service Representative to support our expanding team. DMS is a family-owned and operated, ecommerce store that sells boat parts and accessories across a number of websites. We have been in business over 18 years and operate out of New Baltimore, MI, and are growing quickly. In this role, you will use your excellent communication and problem solving skills as you engage with our customers. This is a great role for someone who is a self-starter and gains satisfaction from providing exceptional Customer Service.

What We Offer

• A fun & supportive, team-oriented work environment
• Paid, on-the-job training
• Opportunities for professional development and growth
• After 90 days: Health, Dental, and Vision Insurance; Paid holidays and time off; 401k with company match

Responsibilities:

• Respond efficiently to customer inquiries and maintain our level of high customer satisfaction.
• Manage large number of customer inquiries via email, phone and live chat: Keep customers up to date on order status
• Help customers place new orders
• Assist customers with product selection
• Problem solve order issues for customers
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives quickly; follow up to ensure resolution.
• Work with other team members to troubleshoot order issues.
• Follow up with suppliers on shipments and availability of orders and inform customers of estimated delivery dates.
• Follow communication procedures, guidelines and policies.
• Go the extra mile to provide top notch service.
• Learn to assist with shipping/receiving as needed.

Who You Are

• Excellent communicator; you love to engage with people.
• Patient and empathic; our customers come first and we always treat them with respect
• Self-motivated and enjoy problem-solving: if you don’t know the answer you find it!
• Willing to be all hands on deck: always willing to lend a hand, even if it isn’t in your job description
• Accountable: we are a small team and each team member’s commitment is integral to our success

Requirements

• Must be a highly organized and detail-oriented person, who can manage working alone at times
• Must enjoy working in a time-sensitive environment
• Must be able to organize and prioritize tasks
• Must be able to handle distractions well
• Must have excellent phone and email etiquette, with a pleasant and friendly tone
• Must have excellent computer and typing skills; proficient with Microsoft Word and Excel
• Must have ability to learn and understand industry specific software
• Must be able to work Monday through Friday; 9am-5pm
• Experience in any service-oriented role is a plus

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person