POSITION OVERVIEW: Serve as the first line in answering consumer calls. Completes all administrative functions for retail accounts including order entry for non-EDI customers, return authorizations, credits, order tracking and customer and consumer inquiries and complaints. Serves as a back-up to Account Specialist and Inside Sales Representatives.
POSITION FUNCTIONS*
Percentage
Position Functions
100%
Customer Service
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Receive customer calls consisting of inquiries, quotes, complaints and returns, and ensure customer satisfaction is met and proper paperwork is completed.
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Act as company contact, answering questions from internal and external customers.
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Enter incoming orders and ensure accuracy of all orders.
- Monitor all orders that go on a block resolve issues so order can be processed.
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Process all credit card transactions.
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Process all returns. Investigate and report all errors.
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Complete QCBD records for all customer and product complaints
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Monitor Mueller’s Sportcare.com email account. Answer all customer questions and complaints or distribute emails to appropriate departments.
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Act as back-up to Account Specialists in support of sporting goods and pharmacy Inside Sales.
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Maintain customer files including entering new customers, updating terms, and shipping conditions.
Enter new customers into Avatax and send out request for tax exempt certificates.
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NA
Other duties as assigned to meet the needs of the organization.
- Position Functions for this position consist of all items listed under any category that make up 5% or more of the position duties. This position description is subject to change without notice.
MINIMUM QUALIFICATIONS
Associate degree in administrative services, business, marketing or other related field or an equivalent combination of education and experience sufficient to perform the position functions of the job.
One or more years of call center, customer service, inside sales or other related experience.
Ability to understand and comply with the Mueller Quality System and current regulatory requirements.
REQUIRED SKILLS
Exercises judgment within broadly defined practices and policies.
Makes sound decisions based on analysis, discussion, experience and judgment.
Demonstrated ability to maintain composure and professionalism when dealing with customer complaints.
Demonstrated team player with active participation in meetings.
Strong planning and project management skills.
Strong ability to transition efficiently from working independently to working collaboratively.
Anticipates emerging and future trends accurately based on broad knowledge and perspective.
Strong written and verbal communication skills, with ability to communicate at all levels of the organization including with the board.
Develops and maintains interpersonal relationships.
Strong organizational and problem-solving skills, attention to detail, and the ability to balance multiple priorities.
Intermediate use of Microsoft products, including Word, Outlook and Excel, and related industry applications.
Responsible to appropriately protect the confidentiality, security, and integrity of the organization’s systems and data as well as client data.
PREFERRED REQUIREMENTS:
PHYSICAL REQUIREMENTS: While performing the duties of this job, the team member is required to have ordinary ambulatory skills; ability to stand or sit, bend or stoop, and manipulate (lift, carry, move) light weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate office equipment and read. The team member frequently is required to sit, reach with hands and arms, talk and hear. Position requires frequent typing.
Notice: The information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. This job description is not designed to contain or be interpreted as a comprehensive inventory of all tasks, responsibilities and qualifications required of team members assigned to this job. Position functions, responsibilities and activities may change at any time with or without notice.