US-NC-Madison
Staff Req. #
HDQ 18-001
# of Openings
1

Position Summary

Primary responsibility of the CSR is to provide superior service to our customers. This consists of order entry, programs, deviations and communication with customers, sales representatives and merchandisers. Work assignment includes lower volume accounts and will include higher volume accounts as the CSR progresses.   The CSR must be able to promote a positive relationship between company and assigned accounts and work with other organizations inside the company to coordinate support.

Primary Responsibilities

Primary Responsibilities:

 

  • Service customer’s accounts assigned to them to provide World Class Customer Service.
  • Support Remington Outdoor Company’s various channels of sales and distribution for Remington’s portfolio of branded products.
  • Enter orders and returns on a timely basis.
  • Responsible for creating and updating customer profiles as well as conducting a yearly audit to ensure correct information is maintained.
  • Respond to customer inquiries regarding pricing, product availability and order status.
  • Position is primarily responsible for handling SNC’s, VIP’s, and Conservation accounts as well as Dealers, Wholesalers and Chains.
  • Work with A/R and Credit to resolve issues.      
  • Manage open orders.
  • Review reports to maximize efficiencies & shipments to customers.
  • Maintain a business relationship with sales team, business units, and manufacturing plants within the organization.
  • Understand and learn all sales programs, terms, deviations, pricing, freight minimums etc.
  • Learn and comply with processes, procedures, and compliance matters including Sarbanes Oxley.
  • Become proficient with SAP and Sales Force.
  • Demonstrate commitment to achieving team, departmental and company goals.
  • Support inbound phone queue’s ensuring one call resolution.
  • Maintain a 98% overall quality rating.

Skills and Education Required

 

Skills and Education Required:  

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Associate’s Degree or equivalent from a two-year or technical school
  • One year customer service experience
  • Or equivalent combination of education and experience
  • One year call center experience preferred

Language Skills                                                       

  • Ability to read and interpret documents such as operating instructions and procedure manuals.
  • Ability to correspond via email and speak effectively with customers or employees.

          

Mathematical Skills                                                 

  • Ability to calculate discounts and percentages.

 

Reasoning Ability                                                    

  • Ability to solve problems and deal with a variety of situations where only limited standardization exists.
  • Ability to interpret instructions furnished in written or verbal form.

Computer Skills                                                       

  • Knowledge of SAP and EDI Order processing systems is preferred.
  • Proficiency of MS Office; i.e. Word, Excel, and Outlook is required.

Other Skills and Abilities                                                    

  • Problem identification and resolution skills.
  • Good telephone/customer service and written correspondence skills.
  • Handle multiple priorities at the same time.
  • Must be organized and able to handle stressful situations.
  • Must be able to work in a team environment and interact with internal/external customers.
  • Good interpersonal and negotiation skills.
  • Results oriented and self-motivated.
  • Able to promote a positive relationship with assigned accounts and work with other organizations inside the Company to coordinate support.

 

Other Qualifications                                                

  • Knowledge of distribution and warehousing preferred.
  • Knowledge of A/R, Credit and business practices preferred.

 

     

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