Customer Experience Representative

Overview

GTM Sportswear, located in Manhattan Kansas, is looking for a Customer Experience Representative to join our team. The position is responsible for handling inbound customer inquiries via telephone, chat, and written correspondence while upholding exceptional service levels in all venues. Will coordinate with company-wide departmental teams to resolve and respond to customer inquiries and requests, and have the opportunity to communicate the resolution with the customer. This position is expected to provide effective service for customers by utilizing and maintaining in-depth knowledge of company products and programs.

Responsibilities

• Performs in a professional and polite manner with every customer by assisting them with their questions and concerns regarding placed orders or products, via phone, email, voicemail, and other GTM communication methods, as needed.
• Expands existing accounts by making new contacts or upselling products the customer is not currently using.
• Investigates and resolves customer questions and complaints, follows up on orders when necessary to ensure a timely delivery.
• Communicates with supporting departments to ensure continuous customer satisfaction.
• Communicates with appropriate staff or supervisor when concerns or issues arise.
• Collaborates with Sales Representatives to ensure returned products are accurately processed to customer’s accounts.
• Promotes GTM by assisting customers with all web based tools, including general TeamStore, and Coach’s Assistant sales and service questions.
• Stays logged into phone to handle inbound customer volume.
• Drives the enhancement of customer satisfaction by notifying customers of order concerns by reviewing dashboards to avoid delays due to issues such as, backorders, credit/art approval, and must ship orders.
• Completes position specific training plan, and engages in continuous development utilizing a developmental plan.
• Consistently records customer interactions and activities in Salesforce to provide transparency to Sales floor.
• Provides back up to Sales via telephone, chat, and order entry, as necessary.
• Upholds GTM’s Vision, Mission, and Values by “Making it Personal” during every interaction and process with all departments and team members.
• Performs all duties of the Direct Service phone representative while utilizing both the chat and phone systems to assist customers.
• Strives toward monthly individual opportunity generation sales goal with new and current customers by recognizing sales opportunities and upselling.
• Works directly with Sales regions to effectively transition customers and create long lasting business relationships, while maintaining exceptional customer service.
• Demonstrates knowledge of company standard operating procedures in all areas related to Customer Service and Sales.
• Utilizes CRM tool to build a pipeline with current customer base and maintain customer relationships.
• Helps drive toward designated regional sales goals with dollar generated through chat.

Qualifications

Minimum Education and Experience Required:

• High School Diploma or equivalent.

• Strong computer skills, working knowledge of MS Office (Word, Excel, Outlook)
• Ability to effectively communicate with customers, resolving issues while maintaining the highest standards of empathy and compassion for customers’ needs and concerns.
• Ability to work with limited supervision being highly self-motivated.
• Resourceful and well organized, works well under pressure.
• Ability to effectively multi-task and adapt to fast paced environment.
• Strong interpersonal, written, communication and organizational skills.
• Able to work independently as well as in a team environment.

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status

EOE/AA: Minorities/Females/Veterans/Disabled

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553

Email: HBI_TA@hanes.com