Company: Yonex USA Position: Customer Service Representative - Player Specialist Reports to: Customer Service Manager Employment Status: Full-time / non-exempt / hourly Hours: 8:30am to 5:30pm, Monday - Friday Location: Torrance, CA
Summary: Yonex USA specializes in producing technologically advanced sports equipment to enable players, both amateur and professional, to play tennis, badminton, and golf at a higher level. The Customer Service Representative role will report to the Customer Service Manager and will be responsible for interacting with customers to input orders, process returns and refunds, and resolve issues.
Provide exceptional service to Yonex customers
Correspond with brand ambassadors, sponsored players, juniors, universities and colleges, and all other Yonex customers via phone, e-mail, fax, and in person
Enter orders, issue return authorization numbers, and evaluate and process warranty returns
Assist marketing and sales departments with orders, spreadsheets, lists, contracts, and more
Organize and file pick tickets
Provide timely resolution of customer complaints, concerns, and inquiries
Report customer complaints and errors to the Customer Service Manager
Keep current on product lines, market trends, Yonex sponsored players, and related events
Double check sales orders between each Customer Service Representative
Assist with quarterly company inventory
Assist customers with will call orders
Other duties as assigned by management
Experience or personal interest in tennis and/or badminton is required
Minimum typing speed of 40 wpm is required
Some college is preferred but not required
One to two years related customer service experience or equivalent
Interest and willingness to learn about other Yonex sports
Proficient in Microsoft Word, Excel, and Outlook
Possess strong oral and written communication and the ability to work through difficult customers with professionalism and diplomacy
Commitment to excellence and high standards
Strong organizational skills and able to manage priorities and workflow
Ability to work independently and as a member of various teams
Ability to understand and follow written and verbal instructions
Acute attention to detail
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills: Focuses on solving conflict; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Physical Demands and Work Environment:
Continually required to sit for prolonged periods of time
Occasionally required to walk
Occasionally required to stand
Occasionally exposed to background noise from office equipment and other customer service calls
Continually required to utilize hand and finger dexterity
Continually required to talk and hear
Continually utilize visual acuity to operate equipment, read technical information, and use a keyboard
Occasionally required to lift, push, and/or carry items up to 20 pounds
Mainly works indoors in a climate-controlled environment, but may occasionally work outside with exposure to various weather conditions
The physical requirements described in the job description are representative of the physical requirements that must be performed by an employee to successfully perform the essential functions of this job with or without a reasonable accommodation. Reasonable accommodations that do not create an undue hardship for the company and allow a successful job applicant or employee to perform the essential duties of the position will be made in accordance with federal and state law.
Equal Employment Opportunities Statement: Yonex USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
About Yonex U.S.A.
Yonex is a successful sporting goods company and world technology leader in Tennis, Golf, and Badminton. Driven by its company philosophy to “contribute to the world through innovative technology and the highest quality products,” Yonex constantly explores new materials, new designs, and new ways of improving your game.As a global company, Yonex is headquartered in Tokyo, Japan, with its US headquarters located in Torrance, CA, and offices in Canada, England, Germany, Taiwan, China, and India.