Job Details
** Customer Service Representative- Ecommerce**
**Job Category****:** CUSTOMER SERVICE **Requisition Number****:** CUSTO003350 Showing 1 location **Job Details**
**Description**
**We are innovators who make purpose-built gear for life's most demanding missions.**
***Our ethos defines our culture Trusted, Responsive, Accountable and Committed.***
5.11 Tactical has established itself as the fastest-growing and most well-known brand of tactical apparel, gear and functional products in the world. Through a commitment to operator-led product innovation, quality and compelling value, 5.11 has developed a loyal following among some of the most demanding and discerning end-users of apparel and gear.
At our Operations Center in Manteca and Development Center in Irvine, we leverage our deep relationships with Law Enforcement, Special Forces Operators and First Responders to gain unique insights. The results are products that break new ground combining ruggedness, speed, range of motion and ultimate comfort in professional duty, tactical training, adventure, womens tactical, fitness and industrial professionals.
**POSITION SUMMARY****:**
The role of the Customer Service Representative is to provide a superior level of customer service to all customers. This person must be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast-paced environment. He/She will strive to improve customer relations with every interaction whether it be with the customer, sales team, or an internal team member.
**RESPONSIBILITIES:**
* Answer phone calls
* Responds to inquiries by email, phone and postal mail concerning order status, price, availability as well as the application of products, services, promotions, and programs within 1 business day
* Responsible for ensuring order entry is complete and accurate within 1 business day of receipt or as indicated by assigned deadlines
* Monitors orders are releasing to the Distribution Center in a timely manner
* Tracks and communicates order progress up to and including delivery to customers and/or the sales team using various reports
* Issues and enters Return Authorizations, shipping labels, and/or credits
* Thoroughly researches customer issues, complaints and/or comments and provides complete and timely resolution
* Assist customers with navigating the website or B2B platform with the intent to promote self-service
* Understand and document customer requirements for assigned accounts
* Works with Inventory Management and/or Sales to process reserve requests and maintain existing reserves as assigned by manager
* Process hard POs against reserve orders as assigned by manager
* Works with AR to ensure pre-payments are received and processed accordingly to allow the release of held orders
* Other duties as assigned
**QUALIFICATIONS:**
To perform the job successfully, an individual should have the following credentials:
* High School diploma, or equivalent
* 1 3 years prior experience in Customer Service preferred
* Bi-lingual English/Spanish required when working with International Accounts
* Experience with Microsoft Outlook, Word and Excel; 10 key by touch
* Working knowledge of Dynamics AX or similar ERP software preferred
* Strive to continuously build knowledge and skills
* Great attention to detail
* Contributes to building a positive team spirit; asks for and offers help when needed
* Meets productivity standards; looks for ways to improve and promote quality
* Accepts responsibility for own actions; treats people with respect and consideration
* Works with integrity and upholds organizational values
* Adheres to 5.11 Policies and Procedures
* Observes safety and security procedures; reports potentially unsafe conditions to manager
**ETHOS:**
At 5.11 Tactical, everyone has the opportunity to be a leader and perform in an exceptional manner. We strive to uphold our **Ethos** which defines our culture **T**rusted, **R**esponsive, **A**ccountable and **C**ommitted.
* **Trusted**
+ Strive to create trust in everything we do, starting with self-trust and relationship trust. We work on the components of integrity, intent, capability and results.
* **Responsive**
+ Listen to the needs of our end-user Professionals, then develop, produce and deliver solutions to their problems. Each of us chooses to be a leader and takes charge of what is within our circle of influence.
* **Accountable**
+ Seek to achieve results with a bias for action. We like to compete and be measured against the most demanding standards to ensure our continued success.
* **Committed**
+ Overcome obstacles to accomplish our goals and support our team members when challenges arise. We complete commitments and seek to over-deliver relative to expectations.
5.11 practice is to hire at age 18 and older
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)