Scientific Anglers: Customer Service Rep

Location: U.S. - North Central
Start Date: May 16, 2023
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The Customer Service Representative is a part of Merchandise Operations Team and is responsible for providing world-class customer service and support to Scientific Anglers’ retailers, distributors, guides, outfitters, pro staff and sales representatives that exceeds their expectations. This position serves all Scientific Anglers internal and external customers by providing technical product information, order entry/order management, along with product and service support. The position has sales and operations responsibilities that support the short- and long-term strategic goals of the company. This is a highly visible role and is a grass-roots ambassador to the Scientific Anglers brand internally and externally.

Position Interfaces:
This position reports directly to the Customer Service Lead of Scientific Anglers located in Midland Michigan. We require this position work on-site at the SA facility.

This position has a key communication role within the company and interfaces daily or routinely with:
Independent dealers, domestic & international distributors, national accounts Independent sales representatives

Internal Teams: Customer Service, Sales, Order Fulfillment, Accounts Receivable, Marketing and R&D
Guides, outfitters and general consumers Information Technology

Key Performance Metrics
Customer service level including but not limited to timely and accurate order fulfillment
Minimize downstream order process disruption by ensuring complete and accurate order entry/management

Sales goals for specific market segments and/or territories
Reducing/eliminating EDI customer chargebacks

Work with the Customer Service Lead to achieve sales goals through world-class customer service
Learning and implementing NetSuite customer ordering platform
Ensuring complete, accurate and timely order entry
Product expertise to support service level and to contribute to sales goals
Be an ambassador of Scientific Anglers LLC , with a flexible schedule to be able to attend sales events across the country when needed. Some travel required.
Big Box/EDI Ownership including order maintenance and process flow
Work with Sales and Marketing team in merchandising and strategic POP goals for Dealers

Skill Set Expectations:

Required –
Positive attitude and ability to function in a fast-paced, small team environment
Strong verbal and written communication (email, phone etc.) skills required
Attention to detail
Extensive background in fly-fishing and fly casting
Fly fishing market knowledge
Outgoing Personality
3+ years of Customer Service experience
Being a good listener with the ability to analyze information
Proficient skills using Microsoft Office and Outlook required. Specifically, Word, Excel, and PowerPoint
Organizational and problem-solving skills
Multi-task and detail oriented, good math skills including calculation of percentages and averages
Manual dexterity required for entry of data using computer

Desired –
Previous fly fishing industry experience
Specialty outdoor retail experience
Knowledge of NetSuite
College degree
Merchandising experience