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Customer Service Representative
2 weeks ago
**About Us**:
Pure Fishing is a leading global provider of fishing tackle, lures, rods, and reels with a portfolio of brands that includes Hardy, Greys, Abu Garcia, Berkley, Fenwick, Fin-Nor, Van Staal, Madcat, Mitchell, Penn, Pflueger, ProLogic, Savage Gear, Shakespeare, Spiderwire, Stren, Ugly Stick and WaterWolf. We have operations in 23 countries and a dedicated workforce conversant in over 25 languages. We have office bases in Breda, Copenhagen, Sweden, and the UK, as well as smaller sales offices in most other European countries.
Our mission is to provide the ultimate experience for anglers and customers through leading brands, innovative products, and superior services delivering exceptional financial results by a passionate, high-performing team. We are dedicated to helping you have more fun and catch more fish
**Job Summary**:
Reporting to the Customer Service Team Leader, the postholder will be responsible for all activity and processes to provide an efficient service to our customers, consumers, and sales team with a specific focus on After Sales.
**Specific Responsibilities**:
2. Providing exceptional service to each customer by focusing on meeting their needs through courteous attention to detail and timely follow-up on all requests and issues.
3. Collaborating with the Customer Service team to ensure we are providing exceptional service to our customers and consumers.
5. Processing returned goods onto the SAP system.
6. Actioning calls regarding faulty products and liaising with customers, consumers, and service centres.
7. Raising correct actions on the system, to include writing off credits for faulty goods or raising replacement orders under the Hardy warranty. Liaising with the warehouse and obtaining credit approval from management where needed.
8. Liaising with Service Centres regarding spares and repairs.
9. Arranging collections from customers for delivery to the warehouse, service centres or Cramlington office.
10. Updating the After Sales database, spare part catalogue data, online exploded views, etc.
11. Physically sorting incoming parcels such as, repair requests, Hardy warranty claims, customer returns etc.
12. Updating SAP local master data for After Sales Services (SKU location, etc.)
13. Carrying out a variety of administrative tasks to support the After Sales team.
14. Working closely with the Customer Service & Marketing team in supporting with the upkeep and maintenance of the UK showroom.
15. Working closely with the Customer Service & Marketing team in planning and logistics of shows/events that may take place.
16. Assisting the Senior After Sales Assistant with manual handling, for example, taking deliveries at the office, loading boxes for the warehouse, and loading equipment for trade shows.
17. Any additional similar duties as required to ensure the efficiency of the After Sales function.
**Role Requirements**:
1. A solid educational background is required.
2. 1-2 years of similar customer service experience is essential, with experience in a similar customer service environment being beneficial.
3. Excellent written and verbal communication skills are essential.
4. Knowledge of the fishing tackle industry and products is desirable.
5. A good working knowledge of Excel, Word and Outlook is essential with working knowledge of SAP being advantageous although training would be provided.
6. Experience of carrying out repairs on fishing tackle equipment is desirable, although training will be given.
7. The ability to communicate effectively with colleagues, our customers, and consumers is essential.
**What we can offer**:
Pay: £24,000.00-£26,000.00 per year
Application question(s):
- Do you have an interest in Fishing? Response required for consideration
**Experience**:
- Customer service: 1 year (required)
- SAP: 1 year (preferred)
- Microsoft Office: 1 year (required)
Work Location: In person
Application deadline: 14/11/2024
