Job Summary: The Customer Service Representative supports and cares for the customers of Avalon & Tahoe. Customers include dealers, sale representatives, boat owners, and anyone interested in Avalon & Tahoe products. The Customer Service Representative primarily assists customers in their region but also provide support for other regions when needed.
Key Responsibilities: The following responsibilities are required to perform this job. In addition to the following, other tasks deemed necessary may be required. Integrity, responsibility, work ethic, and team building are key characteristics to being a part of the Avalon & Tahoe team. Therefore, we expect the best out of our team members. A Customer Service Representative must
- Assist dealers in fulfilling part and warranty orders.
- Assist boat owners in connecting and/or reconnecting with their dealerships for their primary needs. This may include working with the boat owner and the dealer to reestablish a healthy relationship between them.
- When necessary, assist boat owners with their part and warranty orders.
- Provide and process the most efficient shipping process for the customer’s needs, including UPS, FED-EX, GTS, and Avalon & Tahoe Trucks when necessary.
- Assist all customers with finding answers to their needs and resolving the issue with an adequate answer, part, process, piece of information, and/or connection to another person who will continue to assist them toward a productive resolution.
- Ensure accuracy of order entry with supplied customer information (serial number, pictures, etc..) as well as internal order-specific documentation (travelers, engineering drawings, inspection pictures, etc.).
- Monitor and expedite all open orders from your region to ensure they are processed in a timely manner; including, but not limited to, truck shipments, GTS, pick-ups, etc.
- Provide efficient follow up to the customer, when helpful, to confirm that items are in process, especially when there is an alteration to the original plan.
- Maintain all records associated with Customer Service including warranty records, service orders, order trackers, call logs, modified check sheets, follow up entries, repetitive quality issues, etc.
- Participate in training events to grow in knowledge of professional customer service techniques and to remain up to date with Avalon & Tahoe products and processes.
- Assist other Customer Service Representatives to balance workload and/or in their absence.
- Assist the Customer Service Manager as needed on special projects including international orders, rework boats, vendor accountability, social media response, etc.
- Wear PPE at all times when on the production floor.
- Notify leadership if they have any problems that cannot be resolved with another team member.
- Notify leadership when they are in need of equipment, tools, product, etc. necessary to do their jobs effectively.
- Assist in driving continuous improvement efforts by contributing ideas to the team.
- Clean, maintain, and organize work area.
