Job Description

The Customer Service Representative provides prompt and courteous support to our customers by answering requests concerning products, shipments and deliveries and placing orders for products.  The Customer Service Rep addresses all customer inquiries with the highest degree of professionalism and product knowledge.  This position is in an extremely, customer-focused area and requires a positive individual who provides our customers confidence in our products, people and processes.

Essential Functions:

Answer customer inquiries by clarifying desired information, researching and providing information.  Communicate with customers through a variety of means—by telephone; by e-mail, live chat, fax, and regular mailOrder entry for any manual orders (those not received by B2B or EDI). Includes stocking orders, preseason orders, closeout orders, credits and RA’s.  Expectation is entering “at once” orders (to be shipped ASAP) same day received and no later than next day if received after 3:00 p.m. CST.  Goal is 100% accuracy in order entry.  Expectation of entry of preseason/program orders is same day for ASAP portion and no more than 1 week for future ships. Work closely and communicate with the outside sales force and sales management as neededPerform daily office functions in the Customer Service office, including phone calls, filing, copying, faxing, correspondence, email etc.Answer questions regarding products, availability, pricing, shipping, preseason programs, and general sales policiesProcess orders for vendors and sales representatives.  Fulfill customer requests for information, literature and other merchandise requests.  Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel and any promotional itemsReport any problems with SAP which might prevent the entry or accuracy of orders immediately to the CS Manager and IT Help Desk for resolution.  Assist with SAP testing and problem resolution as requested by the IT group or ManagementInvestigate order errors and delays and shipping complications and work closely with DC to determine root cause and preventionOrder maintenance which includes ZAFR report, Customer Service Blocks, cancelation dates and obsolete materials on a daily basis.  Notify customers and reps of any orders that will not ship as promised. Take appropriate action as requested by customer and/or sales rep as it pertains to an order. Make any necessary changes to existing orders due to availability, distribution issues or other adjustments that may ariseWork with the credit department as needed to get orders released in a timely manner, when applicableStrive for first call resolution of issuesTravel as requiredAssist with B2B/EDI testing as requiredAssist with B2B/ EDI issues including reporting technical issues, training issues, customer assistance with site, etc.Assist in the Employee Purchase Program as neededAttends webinars and calls when needed to enhance training or product knowledgeAssist Customer Service/Consumer Services Directors/Managers/Supervisors with special projects or as neededPerform other customer service related duties as directedUse resources appropriately to achieve daily tasks as associated with position

Safety

Observes all safety rules and regulations; exercises care and good judgement at all times to prevent accidents and injuriesReport all incidents/accidents/injuries immediately to Human Resources Safety SpecialistFollow 5S rules for workstation and other common areas in the facilityMaintains safe and clean work environment with mindful thoughts and actions in housekeeping habits (i.e. picking-up paper, debris, etc in work area, aisles, and common employee areas as you move through the facility); Properly collect and disposes of waste following established guidelines

Flexibility

Must be flexible with work schedule and task changesBe prepared to work overtime daily and Saturdays as needed

Company and Corporate Responsibilities

Adheres to all company policies, procedures, rules and VISTA Code of Conduct

Education and Training:

High school diploma or equivalent requiredAssociate degree in Business, Communications or related field desirableMinimum two years in customer service or call center experience requiredComputer literate, proficient in use of Microsoft Office products.SAP experience desirable

Skills and Abilities:

Excellent customer-relations skillsExcellent AttendanceExcellent verbal, written and interpersonal communication skills.  Strong telephone and communication skills essential. Solid comprehension, listening and negotiating skillsAbility to maintain a high level of energy with a sense of urgencyExcellent intuitive, analytical and problem-solving skills and follow up skillsStrong teamwork skills with the ability to establish and maintain positive and effective working relationshipsAble to multi-task.  Strong time management skills essentialStrong customer service focusAbility to execute tasks with a high degree of accuracy and attention to detail

Pay Range:

$17.80 - $24.00

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled