Job Description

What to Expect in the Role:

Customer Service & Call Center

• Answer incoming customer service calls promptly and professionally.
• Provide accurate information regarding products, orders, availability, shipping, delivery, returns, exchanges, and company policies.
• Assist customers with placing orders and resolving order-related questions when appropriate.
• Research customer orders and provide accurate status updates.
• Handle customer complaints and concerns professionally and courteously.
• De-escalate difficult customer situations and work toward appropriate resolutions.
• Handle escalated customer calls when necessary and determine the appropriate course of action.
• Document customer interactions, concerns, resolutions, and follow-up requirements accurately in the appropriate system.
• Follow established call handling procedures, customer service standards, and escalation protocols.
• Respond to customer emails and other customer inquiries as assigned.
• Follow up with customers when additional information or action is required.
• Maintain a professional, helpful, and customer-focused demeanor at all times.
  

Returns & Exchanges

• Process customer returns and exchanges in accordance with company policies and procedures.
• Review return and exchange requests for accuracy and completeness.
• Coordinate with the appropriate departments or distribution center regarding returned merchandise.
• Monitor the status of returns and exchanges through completion.
• Communicate return and exchange instructions clearly to customers.
• Identify recurring product, shipping, or fulfillment issues and communicate trends to management.
• Escalate unusual, high-value, or customer-sensitive return and exchange situations as appropriate.
  

Mail & Administrative Responsibilities

• Walk to the company’s designated PO Box as needed to retrieve incoming mail.
• Sort and distribute mail to the appropriate departments or employees.
• Ensure customer service correspondence and other important mail is routed promptly.
• Assist with general customer service administrative duties as assigned.
• Maintain organized customer service records and documentation.

Order & Department Coordination

• Work closely with Sales, E-Commerce, Warehouse/Distribution, Manufacturing, and other departments to resolve customer issues.
• Communicate order discrepancies, damaged merchandise, shortages, shipping issues, and other concerns to the appropriate department.
• Assist in identifying process issues that may negatively affect the customer experience.
• Follow up on outstanding issues until they are resolved or properly transferred to the responsible department.
• Maintain a strong understanding of company products, services, policies, and procedures.
  

The Customer Service Representative is expected to:

• Treat every customer with courtesy, professionalism, and respect.
• Take ownership of customer concerns rather than simply transferring customers from department to department.
• Listen carefully and ask appropriate questions to understand the customer’s needs.
• Provide accurate information and avoid making commitments that cannot be fulfilled.
• Protect customer information and maintain confidentiality.
• Strive to resolve customer concerns during the initial interaction whenever possible.
• Recognize when an issue requires management involvement and escalate appropriately.
• Represent King Ranch Saddle Shop and its brand positively in every customer interaction.
• Maintain consistent attendance and punctuality.
• Be available and ready to take calls during scheduled working hours.
• Follow established call center procedures and productivity expectations.
• Maintain accurate call and customer interaction records.
• Use company telephone, CRM, order management, email, and other systems as required.
• Maintain a clean, organized, and professional work area.
• Participate in product, system, and customer service training.
• Remain current on company policies, promotions, products, and procedures.
• Assist other Customer Service team members during periods of high call volume.
• Perform other duties and special projects as assigned by management.
  

What We Will Be Needing From You:

• Interpersonal and customer service skills.
• Analytical and problem-solving skills.
• Multitasking and organizational skills.
• Ability to answer a high volume of calls and/or emails daily.
• Ability to share work among a customer service team.
• Attentiveness and patience.
• Time-management skills
• Ability to find the positive in any situation.
• Working knowledge of Excel, MS Word, Email, cash register, and basic office equipment.
• High school diploma or equivalent.
• 5+ years of experience working in customer service or in a call center is required.
• Experience with coaching, training, and motivating employees is preferred.

Physical Demands/Requirements (Lifting, Bending, Stretching, etc.):

• These include the ability to sit and work at a computer keyboard for extended periods, ability to stoop, kneel and bend on a daily basis, ability to lift up to 25 pounds, and physical ability to perform general office administrative activities.
• Requires the ability to lift up and carry up to 25 pounds when assisting in retail at the store and having to move merchandise upstairs or lifting boxes of mail outs.