Customer Service Representative

The customer service representative is responsible for fielding in bound calls and emails from franchise stores relating to product information, stock levels, and order entry. It is the customer service representative’s role to respond in a pleasant manner to ensure any and all questions and or issues are resolved in a timely fashion. This includes working with Purchasing to determine when product will become available or request addition product information if not available. Work with the Shipping, Advertising, and Operations departments to coordinate delivery of store supplies, fixtures, and marketing material as requested.

Required Skills

Duties and Responsibilities:

• Field phone, email and online chat request and help with product related questions from stores.
• Coordinate and confirm stock with Sun Distribution team.
• Monitors and responds to requests through our online chat portal with proper etiquette.
• Identify and match customer's needs with the appropriate product and / or service.
• Builds and maintains relationships with internal departments in order to increase department knowledge on changes in products, features, execution, etc.
• Utilize tools and resources on every call to make appropriate recommendations to the store.
• Update and maintain product catalogue on internal intranet, Sun Wholesale Web Catalogue.
• Offers and educates on the benefits of products and services and explains how the recommendations will add value to the customer.
• Recognizes difficult situations and respond with effective recommendations.
• Handle special order quotes and order entry for direct ship orders.
• Process receiving and billing paperwork for direct ship orders.

Work Experience/ Education:

• Minimum 2 years as a retail associate or equivalent customer service experience preferred
• Pool industry knowledge and experience a plus
• Knowledge in Microsoft Office Suite (Excel, Word, and Outlook).
• JD Edwards experience a plus.
• Excellent organizational skills required.
• Excellent interpersonal and team building skills.
• Ability to multi-task and work independently in a fast-paced environment.
• Excellent written and oral communication skills.