Customer Service Team Member Level 1

Covercraft Industries, LLC is the leading branded manufacturer of Automotive, Marine and Recreational Vehicle protection products, as well as a market leader in outdoor protection products for Home and Garden since 1965. We’re rapidly expanding and want to add energetic, goal-oriented new team members who will join in our growth in these exciting industries.

With nearly 1000 team members in 7 US states as well as operations in Mexico, we’re especially proud of our operations in Landrum, SC as the home of our Carver brand of quality boat covers and marine accessories.

Our Mission is to design and manufacture quality products that protect the things that move you. Our Goal and Vision is to be the most sought-after source for customers seeking to protect their investments, hobbies, adventures and memories. Covercraft expects to accomplish this by embracing our core values of Integrity, Excellence, Teamwork, Innovation and being Customer-Focused.

Our team members are the key to our success and that is why we offer career opportunities with outstanding benefits including:

• Medical, dental, vision,
• 401(k) Retirement Plan/Employer Matching
• Supplemental voluntary benefits (STD, Life, Accident)
• Generous PTO Policy: beginning at 80 hours the 1st year of employment -> 120 hrs. 2nd year of employment; Paid holidays; Paid Bereavement
• FSA -Flexible Spending Account
• Profit Sharing Plan – All active team members are eligible
• Career Advancement Opportunities
• Educational Tuition Reimbursement

ESSENTIAL JOB FUNCTIONS: Order Entry & Customer Service Level 1

• Responsible for all data entry.
• Must be able to respond to customer either verbally, by fax or email to answer any order-related questions or provide shipping status.
• Monitor expedite orders and follow up on shipments.
• Resolve customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information.
• Responsible for managing website correspondence message.
• Must be able to investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process.
• Must be able to fill in for other Customer Service Representatives and Order Entry.
• Must be able to assist throughout the East Coast Call Center.
• Any other duties assigned by the Supervisor or Manager.

A Customer Service Level 2 employee will be responsible for third party vendor account support. Responsible for cancellations, order issues and initiating difficult conversations with customers regarding their orders. Must be able to update social media content/SEO. Must be able to resolve all customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information. Responsible for managing website correspondence messages. Must be able to investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process. Must be trained in data entry. Must be able to fill in for other Customer Service Representatives and Order Entry. Must be able to assist throughout the East Coast Call Center.

A Customer Service Level 3 employee will be responsible for processing refunds and returns. Must be able to manage problematic accounts with high-level issues. Responsible for handling credit card disputes. Must be able to conduct end-of-day reporting. Responsible for third party vendor account support. Responsible for cancellations, order issues and initiating difficult conversations with customers regarding their orders. Must be able to update social media content/SEO. Must be able to resolve all customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information. Responsible for managing website correspondence messages. Must be able to investigate and resolve problems regarding mis-shipments or shortages. Must be trained in data entry. Must be able to fill in for other Customer Service Representatives and Order Entry. Must be able to assist throughout the East Coast Call Center.

SKILLS REQUIRED:

• Proficient in Microsoft Word & Excel.
• Must have excellent communication skills, both written and oral.
• Must have excellent attention to detail.
• Must have good organizational skills.
• Problem-solving skills.

PREVIOUS WORK EXPERIENCE:

• 1 to 3 months related work experience and/or on the job training.

PHYSICAL REQUIREMENTS:

• Must have 20/20 vision or correction to 20/20.
• Ability to stand, walk or sit for entire shift.
• Ability to lift up to 20 pounds unassisted and up to 50 pounds with assistance.
• Must be able to bend, reach, twist, stoop and squat.
• Must be able to perceive colors and shades.

EDUCATIONAL REQUIREMENTS:

High school diploma, GED.

Covercraft Industries LLC is an Equal Opportunity Employer.

This employer participates in E-Verify.