Job Title *
Consumer Service Rep
Company/Organization *
Yakima Products
Job Description *
General Description:
This is an entry level position responsible for assisting consumers via phone and email with their requests for service and product information for the Yakima Products family of racks, including Yakima, Whispbar, and Prorack racks. The position supports Yakima Products end users by following through on their requests for technical product information, product / vehicle fit information, and warranty support and evaluation. Responsibilities include processing a high number of phone calls, emails and sales orders with the quality and positive attitude that our customers have come to expect in our over 35 years in the rack business. Further, this position will execute and support projects with teammates to deliver against initiatives in Yakima’s strategic and annual plans which will contribute to achieving and sustaining the Yakima Strategic Business Plan and Initiatives, global competitive advantage, and profitable market growth strategy.
Scope and Responsibilities:
Provides troubleshooting and analysis to resolve consumer problems in a timely, efficient, cost effective, professional manner, and within established guidelines
Processes sales orders, including follow-up and documentation, in an accurate and timely manner
Provides timely technical product support to consumers by phone and email
Increases sales through suggestive selling to consumers
Specific Duties:
Promptly and professionally answers a high volume of incoming calls
Applies knowledge of company policies, procedures, products and services to troubleshoot, analyze, and resolve consumers’ problems in a timely, efficient, professional manner, and within established guidelines
Accurately and timely processes sales orders
Answers consumer emails in a timely, accurate, and professional manner
Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction, referring complex customer inquiries to the appropriate individuals
Recommends products and services appropriate to consumer needs
Provides technical product information to consumers
Refers non-routine or major problems to other individuals, departments or higher authorities as appropriate
Completes all assigned tasks in a timely and accurate manner
Conducts general office work and consumer account administration in an accurate and timely manner
Participates in clinics and staff meetings at the direction of the Department Manager
Provides backup coverage across customer service as required
Provides timely and accurate consumer feedback to appropriate sales and customer service staff
Carries out in an effective manner other duties, responsibilities, and projects as may be assigned
Qualifications:
AA degree from an accredited college, or equivalent experience preferred
One (1) year customer service experience in outdoor retail sales, and experience selling Yakima racks preferred
Intermediate level with PC’s: Microsoft Office Suite; Outlook
Ability to effectively develop work systems to manage workload, work independently and efficiently, have a keen ability to prioritize, and ability to identify and address needs in advance
Ability to establish and maintain effective working relationships with internal/external customers and consumers
Professional level communicator ~ both oral and written correspondence
Data base experience preferred
Mechanical aptitude
Able to visualize and understand geometric and spatial relationships
Physical Requirements:
Able to sit and work at a computer keyboard for extended periods of time
Able to perform activities such as stooping, kneeling, bending at the waist and reaching on a daily basis
Able to perform general office administrative duties: copying, filing, and using a telephone
Able to lift and carry objects up to 75 pounds occasionally
Corrected 20/30 vision
Must be able to safely operate a motor vehicle and sit for extended periods of time
Must be able to travel via commercial carrier
Overtime as required
How to Apply *
Via our website:
https://explore.yakima.com/careers
