Customer Service Representative - Fly

Columbia, SC 29203, USA ● Columbia, SC 29203, USA Req #198
Friday, February 12, 2021

The Customer Service Representative - Fly will provide world-class customer support to our fly fishing customers, with focus in the following areas: receiving, processing, and entering orders and accounting-related workflows; handling sales, consumer and customer inquiries in a timely fashion; interacting with consumers and customers through the contact center via chat rooms, websites, emails, social media, phone calls, faxes, etc. and/or for account management on selected key accounts.

 

ESSENTIAL JOB FUNCTIONS:

  • Seeks, understands, anticipates, and responds to the needs and expectations of internal and external customers. Provides exceptional service by focusing on meeting their needs through courteous attention to details, timely follow-up on all requests and issues, and follow-through on all commitments made to the customer using systems, resources, processes/guidelines available.
  • Readily available to work in the contact center (I3) to interact with consumers/customers to answer and research inquiries and resolve issues through the following means of interaction, which include but are not limited to phone calls, emails, chat, fax, & mail.
  • Resolves customers' service or billing issues, exceptions/deductions, and helps coordinate and address these with the appropriate support teams (Returns, Sales, Accounts Receivable, Distribution, Supply Chain/Forecast, Brand Management, etc.)
  • Identifies and actively participates in process improvements that mutually benefit the consumer, customer and Pure Fishing, and works toward providing world-class service, while demonstrating the values and behaviors of the company.
  • Applies instructions from purchase orders/requests received via phone, email, fax, mail, or electronic transmission form (B2B portal, EDI, etc.) for processing into SAP, ensuring customer satisfaction. Reviews purchase orders/requests and recommends modifications to ensure these are in accordance with our internal processes and programs to minimize our exposure.
  • Exhibits resourcefulness and assists with testing in SAP QAS for resolution on breaks/fixes.

COMPETENCIES:

  • Works under general/moderate supervision with a certain degree of creativity and latitude required. 
  • Familiar with standard concepts, best practices, and procedures/processes within the field. Able to perform a variety of tasks. 
  • Relies on limited experience, available resources, and judgment to plan and accomplish goals.
  • Able to work in a fast-paced, ever-changing, team environment. 
  • Must have excellent time management skills; able to set priorities.
  • Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
  • Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
  • Understands and can identify our service operational metrics and key performance indicators for Pure Fishing.
  • Strong verbal and written communication skills.
  • Professional call and email etiquette.

IDEAL CANDIDATE PROFILE:

  • High school diploma required. College degree preferred.
  • Has 2-5 years of experience in customer service or a related field. 
  • Passion for fly fishing and technical understanding of fly fishing products.
  • Intermediate Excel user or familiar with creating conditional formulas, pivot tables, VLOOKUP, and creating charts/tables/diagrams to organize and analyze data. 
  • Must possess good data entry skills.
  • Has some familiarity with EDI and SAP.
  • Has had some exposure or familiarity with Supply Chain/Logistics processes.
Pure Fishing is THE global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia, Berkley, Fenwick, Penn, Pflueger, Shakespeare, SpiderWire, and Ugly Stik. Our team of industry-leading experts and our global network of operations and innovation hubs produce world-class products designed to delight our customers and exceed the needs of anglers worldwide.   But fishing to us is not just about business, it is about time shared with family and friends, time on the water, excitement and the environment. We are a passionate team dedicated to creating memorable experiences by helping anglers everywhere have more fun catching more fish.
  • Columbia, SC 29203, USA
  • Columbia, SC 29203, USA