Customer Service Representative

Customer Service Representative

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Fish Division*

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Shimano North America Holding, Inc.* is a global company that produces products for bicycling and fishing markets. Our fishing division produces and sells products under the Shimano, G. Loomis and Power Pro brands.
We are seeking a Customer Service Representativeto join our team! At Shimano, we welcome your talent, innovation, and enthusiasm.
We offer an exceptional array of employee benefits and incentives and are proud to support our employees' health and happiness. We offer paid time off, medical, dental, vision, employer-matching 401k, wellness incentives, a fully equipped on-site gym, rideshare, and much more.

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Job Summary:*

The Customer Service Representative is responsible for providing effective Customer Service for all internal and external customers by using excellent, in-depth knowledge of the company’s products and programs, as well as communicating effectively with team members within the Customer Service d department.

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Essential Duties/Responsibilities:*

• Respond to customer web inquiries regarding online merchandise or service orders.
• Assist customers via phone, email, and chat regarding placing orders, order confirmation, product/promotion questions, shipping status, returns, etc., with the goal of increasing business, customer satisfaction, and retention.
• Assist customers with product selection, answers basic questions suggest various product options that are available.
• Document customer issues and puts them in the ticketing system.
• Ensure prompt and proper resolution of customer queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.
• Work directly with customers to resolve order-related issues.
• Assist with the warehouse fulfillment center to ensure a smooth order process.
• Create and maintain customer loyalty by providing unforgettable service.
• Process product orders and answer questions regarding availability and pricing.
• Assist customers with comprehensive technical support of their product.
• Provide recommendations on product purchases.
• Work with the team to achieve department goals.
• Perform other duties as assigned by the supervisor.

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Job Qualifications:*

• 3+ years of Customer Service Experience
• Data Entry skills
• Ability to answer a high volume of phone calls.
• Proficient in Excel, Word, and Outlook
• AS400 database management (JD Edwards) preferred
• Fishing Knowledge and Shimano products a plus
• Digital and e-commerce experience preferred.
• Excellent interpersonal skills
• Demonstrate sound decision-making abilities
• Ability to anticipate problems and create solutions for them
• Strong attention to detail
• Accept and adapt well to corporate or departmental change
• Able to begin tasks with limited supervision
• Understand and process new information quickly
• Understand the value of creating customer loyalty
• Maintain stable performance and poise in high-stress situations

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Education:*

High School or GED Equivalent
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change responsibilities and duties herein without notice.
Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, state, or local law.

Job Type: Full-time