Customer Service Representative

Customer Service RepresentativeReports to:Customer Service ManagerSummary/ObjectiveLyman Products is a corporation that manufactures and distributes quality products within the shooting sports industry. The preferred candidate will have a general understanding of firearms and reloadingServes as the first point of contact for the customers by providing product and service information. Resolves product and service problems by using excellent in-depth knowledge of company products and programs.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsCommunicate by phone and email to provide professional answers to internal and external customers regarding Lyman Products.Attracts potential customers by answering product and service questions via phone or email or tickets while also suggesting information about our other products. Ability to professionally control the phone conversation around client requirements and demands.Enter and set up new customers and maintain current customer master information via entry into the PLEX ERP system.Enter and process customer orders, make changes to existing orders as well as enter RMA's (Return Material Authorizations) according to established department policies and procedures.Provides timely and accurate information on customer order status.Resolves customer problems by clarifying issues, researching and exploring answers and suggesting alternative solutionsMake additional/outreach follow up calls to customers to resolve issues in a timely manner.Provides timely feedback to company management regarding product service failures or customer service concerns.Ability to build relationships and promote a positive work environment focused on team development.Partners with the Sales Dept to exceed customer's service expectation.Demonstrate positive attitude and ability to work in a team environment.Contribute to ongoing improvement process with suggestions and ideas.Completes special projects and tasks as directed/assigned by Customer Service Manager.QualificationsDetail oriented with excellent follow-up skills.Excellent organizational skills, including the ability to prioritize multiple incoming tasks.Team player/ability to work well with all levels of the organization.Must be self-motivated and able to work with a minimum supervision.Good interpersonal communication skills.Proficiency and accuracy with Microsoft Office Products and company ERP System.Excellent verbal skills, able to articulate well over the phone.Attention to detail and high level of accuracy in order entry and credit card transactions.Adaptability to changing events in an office environment.Reliable and on time attendance.Preferred QualificationsCollege degree preferred; Minimum high school diploma/GED or equivalent required3 years in a Customer Service or Call Center capacity or related roleProficient in relevant computer applications: Internet, Microsoft productsThe preferred candidate will have a general understanding of firearms and reloading and be able to articulate troubleshooting methods as well as the features and benefits of Lyman Products over the phone in a clear and concise manner.Working conditionsOffice environmentPosition Type/Expected Hours of WorkThis is a full-time position, Days and hours of work week are Monday through Thursday, 7:00 a.m. to 4:30p.m.Fridays 8:00am to 12 noon. Overtime may be requested due to business conditions.Physical requirementsNoneDirect reportsNone.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insuranceVision insuranceEducation:High school or equivalent (Preferred)Experience:Customer Service: 3 years (Preferred)Work Location: In persons, maintaining customer satisfaction, and managing communications through phone, email, and other platforms. The Customer Service Representative will play a key role in building strong customer relationships and upholding the company's mission of performance excellence.