Vista Outdoor Customer Service Representative in Rantoul, Illinois
Join our talented team. Employees at Vista Outdoor are passionate and committed to delivering quality products to our customers. Our culture centers on an engaged and accountable workforce. Our goal is to attract and retain a diverse workforce: rich in talent, background, ideas and experience.
Responsibilities and Qualifications
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 mail
Order 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 needed
Perform 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 policies
Process 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 items
Report 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 Management
Investigate order errors and delays and shipping complications and work closely with DC to determine root cause and prevention
Order 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 arise
Work with the credit department as needed to get orders released in a timely manner, when applicable
Strive for first call resolution of issues
Travel as required
Assist with B2B/EDI testing as required
Assist with B2B/ EDI issues including reporting technical issues, training issues, customer assistance with site, etc.
Assist in the Employee Purchase Program as needed
Attends webinars and calls when needed to enhance training or product knowledge
Assist Customer Service/Consumer Services Directors/Managers/Supervisors with special projects or as needed
Perform other customer service related duties as directed
Use resources appropriately to achieve daily tasks as associated with position
Education and Training:
High school degree or equivalent required
Associate degree in Business, Communications or related field desirable
Minimum two years in customer service or call center experience required
Computer literate, proficient in use of Microsoft Office products.
SAP experience desirable
Skills and Abilities:
Excellent customer-relations skills
Excellent verbal, written and interpersonal communication skills. Strong telephone and communication skills essential. Solid comprehension, listening and negotiating skills
Ability to maintain a high level of energy with a sense of urgency
Excellent intuitive, analytical and problem-solving skills and follow up skills
Strong teamwork skills with the ability to establish and maintain positive and effective working relationships
Able to multi-task. Strong time management skills essential
Strong customer service focus
Ability to execute tasks with a high degree of accuracy and attention to detail
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!
Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled
Vista Outdoor is an equal opportunity employer. All applicants are considered for employment without regard race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, and any other characteristics protected by law. The EEO Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to email@example.com . Please note that this email address is for accommodation purposes only. Vista Outdoor will not respond to inquiries for other purposes.