Eaton’s IS GOLF Pride US division is currently seeking a Consumer Experience Specialist. This is a full time, on-site position based at our Pinehurst, NC facility. Relocation assistance is available to those within the United States/PR.
World class consumer experiences are foundational for our success, and Golf Pride is looking for that next brand champion that will positively impact and own every consumer ecommerce interaction and resolution.
The expected annual salary range for this role is $56250.0 - $82500.0 a year. This position is also eligible for a variable incentive program.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
The Consumer Experience Specialist will play an instrumental role in managing and enhancing Golf Pride’s direct interaction with consumers. This position will engage with consumers by phone, email and other digital tools to first understand the customers need and provide fast, helpful, knowledgeable and friendly feedback. From direct interactions to managing and tracking inquiries for service requests, to identifying and supporting process improvements, the job supports the full consumer experience. The Consumer Experience Specialist will be the primary connection for any consumer interaction digitally.
Respond to incoming calls, emails, chats, and voicemails to assist consumers in an immediate/timely fashion.Provide accurate responses to questions regarding Golf Pride products and/or order status, tracking, cancellation, and returns/exchanges.Resolve issues for the consumer, and proactively work to get ahead of issues to eliminate the risk of reoccurrence. Document all consumer interactions, including problem resolution and tracking, and report on monthly volume and issues.Gather insights from the consumer experience to identify and reduce pain points, evolve the process and assist in developing a world class shopping experience.Create and build brand advocates who return to Golf Pride and promote our brand to others. Provide great customer service, interacting with consumers in a fashion to reach and maintain a high (goal driven) Customer Satisfaction Score.Assist Ecommerce Operations Manager with tracking, identifying and suggesting process improvement, FAQ’s, etc.Promote the attributes of the product, answering all questions, keeping up to date on company promotions, policies and safety practices.Maintain an expert knowledge of company’s current product line and future product trends. Be aware of product life cycles and help identify consumer behavior changes and requests.Monitor / review all incoming low rated product reviews, escalating concerns appropriately within the business.General Golf Pride support of various DTC ad hoc projects as requestedIn this function you will: Assist in daily cycle count reconciliation for any inventory discrepancies..Execute the configuration of all DTC promotions in the ecommerce engine, owning the full process from creation of codes, managing disclaimers, to tracking and reporting results.Assist the Golf Pride Tour Representative with fulfillment of college orders to promote and build brand loyalty.Work with 3rd party order fulfillment warehouse as needed to reach On Time Delivery and Shipment Accuracy metrics. Maintain Power BI dashboard and lead DTC segment of monthly meeting to discuss any issues or opportunities for improvement with the warehouse team.Provide accurate weekly DTC inventory report to agency for shopping feed updates. Review and process all DTC returns, working with quality inspector to determine disposition of returned items. Review 3rd party payment processor activity weekly to ensure all payments are being received and transmitted properly. Continually monitor and set constraints to protect from fraudulent activity within the application configuration.Manage customer service “hub” content within the ecommerce site, including product FAQ’s, policies, etc., making any needed updates to the site and suggesting additions / changes to provide the utmost consumer experience.Participate in DTC Quarterly Business Review with Senior Leadership Team, reporting on assigned metrics and offering feedback from consumer insights gathered.Qualifications:
Required Basic Qualifications:
Minimum Bachelor’s degree from an accredited institution Minimum one (1) year experience in customer service in a retail and/or data center environmentMinimum one (1) year experience with Microsoft Application (Word, PowerPoint, Excel, Outlook) Minimum one (1) year experience working in golf industry and/or 2 years of team play Must be legally authorized to work in the United States without company sponsorship both now and in the future
Preferred Qualifications:
Three (3) years in customer service in a retail and/or data center environmentOne to three (1-3) years experience directly in e-commerce, marketing and/or sales in the golf industryBasic computer knowledge and comfort in working with data management and multiple other computer based applications (ex: Power Reviews, Payment Processing)Skills: Strong ability to communicate articulately and succinctly both verbally and in writing.Strong critical thinking and analytic ability.Manages emotions, maintains positive energy and composure in escalated situations.Passion for meeting or exceeding performance goals.Comfortable working in a fast-paced environment and able to manage multiple tasks and priorities without direct supervision.Demonstrates integrity and shows ability to handle sensitive and confidential information appropriately.Professional image with the ability to interact comfortably with senior executives and represent the brand with visitors, customers, etc.Strong time management and organizational proficiency.Regularly required to sit or stand, bend and reach and lift up to 30 lbs.
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