Customer Service Representative
Huntington Beach, CA, United States
Benefits:
401(k)
Company parties
Dental insurance
Free food & snacks
Health insurance
Paid time off
Training & development
Vision insurance
Wellness resources
Company Description
PAR WEST is a leading provider of golf courses, driving ranges, golf carts, landscape and sports field maintenance equipment, and accessories. With over 50 years of combined industry experience, we are dedicated to offering outstanding customer service and reliability. We proudly represent top-quality turf maintenance equipment manufacturers and serve many customers, including golf courses, sports facilities, municipalities, and landscape contractors.
Role Description
This is a full-time on-site role for a Customer Service Representative at our location in Huntington Beach, CA. The Customer Service Representative will provide excellent customer support, ensure customer satisfaction, and deliver a positive customer experience. As our business's first point of contact, this individual must be kind, patient, and knowledgeable of all Par West products and internal processes. Our Customer Service Representative acts as a liaison, providing product information, order updates, order tracking, and resolving any emerging problem our customer accounts might face by providing accuracy and efficiency.
Customer Service:
Receives and responds to customer inquiries, order updates, and support emails for all online and offline sales channels
Enters sales orders daily into our NetSuite ERP
Ensures superior customer experience by addressing customer concerns promptly
Maintains accurate records and documents all customer service process errors
Develops customer satisfaction goals and coordinates with the Sales/Marketing and Operations teams to meet them on a steady basis
Identifies customer service trends and determines system improvements
Enforces company policies and procedures to develop standards
Investigate and resolve customer inquiries and complaints in a timely and empathetic manner
Coordinates with warehouse managers to troubleshoot shipping discrepancies
Handles open claims for all lost and/or damaged NetSuite orders
Addresses returns, refunds, credits, and tracking numbers for all NetSuite orders
Communicates regularly with sales/marketing and operations teams regarding all open NetSuite orders
Data Processing:
Responsible for auditing NetSuite open order records for accuracy
Responsible for processing orders and customer data within closely defined procedures
Enters Customer data into databases in a timely and accurate manner
Produces weekly Open Order reports using advanced Excel spreadsheet functions
Assists with researching and enhancing Inventory automation methodologies
Skills and Experience Required:
Customer Service Experience
Data Entry Experience
Basic accounting duties
Advanced knowledge of Excel and Microsoft Office
Excellent oral and written communication skills
Highly organized and detail-oriented
Problem-solving techniques
Warehouse operation experience is a plus
Experience with NetSuite Management and WooCommerce is preferable
Ability to multi-task while maintaining careful attention to detail
Ability to excel in a team environment along with the ability to work independently, efficiently, and effectively
Ability to apply acquired knowledge to identify, analyze issues, and determine root cause(s)
y