Customer Service Associate

CUSTOMER SERVICE ASSOCIATE

Eddyline Kayaks has manufactured premier kayaks since 1971 with a mission of inspiring a passion for kayaking, continuously improving on what we already know, and providing for the best paddler experience. In support of our vision of growing the company and sport through continued innovation and increasingly effective operational performance we are relocating our headquarters to Siloam Springs and are seeking a qualified Customer Service Associate to become a part of and contribute to our expanding future.

The Customer Service Associate (CSA) works on-site/in-office to ensure success in dealer and end user relationships with Eddyline Kayaks. This requires effective customer communications, rapport building, and support, including issue troubleshooting and resolution, need identification and fulfillment, and maintenance of customer profile and account information. The CSA also maintains and endeavors to improve the Eddyline Kayaks e-commerce platform (online store) and track performance.

Responsibilities—

The primary duties of the Customer Service Associate are divided in to three areas— Customer/Dealer Service, Online Store and Online Sales, and Logistics.

Customer/Dealer Service responsibilities include:

• Communicate with customers /dealers via phone, email, e-commerce platform, mail, social media, and/or in person.

• Establishing a positive professional rapport with every customer.

• Identify and assess customers’ needs, assist them in making purchasing decisions, and facilitate problem resolution to help achieve unequalled satisfaction.

• Maintain customer sales, service, and warranty records.

• Assist with placement and fulfillment of orders, refunds, or exchanges. 

• Online Store and Online Sales responsibilities include:

• Operate, maintain, and continually improve the company's e-commerce platform, catalog, and third-party partnerships.

• Process and fulfill orders, invoice, and process payments for online store orders.

• Analyze sales trends and online purchase behaviors to support sales growth and accurate inventory management. 

• Logistics responsibilities include:

• Coordinate the freight movement—shipping and receiving—between manufacturing and distribution facilities within expected requirements.

• Own filing logistics claims with carriers and ensure satisfactory resolution. The CSA is also expected to be flexible and perform all other duties as assigned.

Qualifications

• High School diploma or GED

• 2+ years’ experience in outdoor products manufacturing or retail in customer service role, strongly preferred. Experience included customer needs assessment and problem resolution, and order fulfillment.

• 1+ year experience maintaining a customer profile database.

• 1+ year experience maintaining customer database and providing customer data analysis and reporting.

• 1+ year experience effectively maintaining and improving online store catalog.

• 1+ year experience arranging LTL freight and working with freight carriers.

• Strong interpersonal communication skills—clear, concise, yet thorough in oral and written communication and effectively facilitates balanced two-way communications.

• Advanced word processing skills (preferably using MS Word).

• Advanced spreadsheet skills (preferably using MS Excel).

• Basic skill with rest of MS Office suite.

• Intermediate knowledge of customer profile database development and maintenance.

• Intermediate knowledge of online store system and catalog management.

• Intermediate knowledge of freight operations and common shipping documents.

• Demonstrated ability to effectively engage with and serve customers via telephone, email, and social media, including needs assessment, problem/issue diagnosis and solution development.

• Ability to quickly learn and accurately communicate employer’s product/service lines, including warranties, and understand differentiation from competitor’s products/services.

• Basic knowledge of accounting and financial reporting.

• Candidates with bi-lingual abilities (Spanish/English) are particularly encouraged to apply.

  A background check is required.

  Eddyline is an Equal Opportunity Employer. We believe in fair compensation for all our people. The CSA role offers starting wage of $21+/hour depending on knowledge and experience.

  Please send a resume to hr@eddyline.com. No phone, fax, or in-person applicants, please. We are unable to respond to electronic auto-generated inquiries.