Customer Service & Returns Team Member – Mon-Fri – 1st shift

Covercraft Industries, LLC is a leading branded manufacturer of Automotive, Marine and Recreational Vehicle protection products, as well as a market leader in outdoor protection products for Home and Garden. Covercraft’s product offerings include full vehicle covers, seat covers, front end masks, dashboard covers, windshield sunscreens, floor mats, boat covers, Bimini tops, RV covers and related accessories, patio furniture and outdoor kitchen covers, and other products that preserve and protect.

The company focuses on custom fitment with an exhaustive library of patterns for distinct automotive, marine, RV and outdoor protection products.

Our Mission is to design and manufacture quality products that protect the things that move you. Our Goal and Vision is to be the preferred global destination for people seeking sustainable solutions to protect and enhance their vehicles and hobbies.

Covercraft Industries is committed to developing a rich culture, a diverse workforce and a healthy work environment for all employees. For more information, please visit www.covercraft.com.

Our team members are the key to our success and that is why we offer career opportunities with outstanding benefits including:
• Medical, Dental, Vision,
• 401(k) Retirement Plan/Employer Matching
• Employer sponsored supplemental voluntary benefits (STD, Life, Accident)
• Generous PTO Policy: beginning at 80 hours the 1st year of employment -> 120 hrs. 2nd year of employment; Paid holidays; Paid Bereavement
• FSA -Flexible Spending Account
• Profit-Sharing Plan – All active team members are eligible.
• Career Advancement Opportunities
• Educational Tuition Reimbursement
• Employer sponsored Life and Disability

ESSENTIAL JOB FUNCTIONS:
• All customer contact with regards to order placement, price and delivery quotations, shipping schedules and general product information.
• Responsible for data entry.
• Must be able to respond to customer either verbally, by fax or email to answer any order related questions or provide shipping status.
• Must be able to monitor expedite orders and follow up on shipments.
• Following up with customers.
• Looking in application guides in computer for part numbers.
• Monitor expedite orders and follow up on shipments.
• Main customer interface.
• Anything else deemed necessary.

Customer Service Level 1: Responsible for resolving all customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information. Responsible for managing website correspondence messages. Must be able to investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process. Must be trained in data entry. Must be able to fill in for other Customer Service Representatives. Must be able to assist throughout the East Coast Call Center.

Customer Service Level 2: Responsible for third party vendor account support. Responsible for cancellations, order issues and initiating difficult conversations with customers regarding their orders. Must be able to update social media content/SEO. Must be able to resolve all customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information. Responsible for managing website correspondence messages. Must be able to investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process. Must be trained in data entry. Must be able to fill in for other Customer Service Representatives. Must be able to assist throughout the East Coast Call Center.

Customer Service Level 3: Responsible for processing refunds and returns. Must be able to manage problematic accounts with high-level issues. Responsible for handling credit card disputes. Must be able to conduct end-of-day reporting. Responsible for third party vendor account support. Responsible for cancellations, order issues and initiating difficult conversations with customers regarding their orders. Must be able to update social media content/SEO. Must be able to resolve all customer needs via phone, chat and/or email including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules and general product information. Responsible for managing website correspondence messages. Must be able to investigate and resolve problems regarding mis-shipments or shortages. Must be trained in data entry. Must be able to fill in for other Customer Service Representatives. Must be able to assist throughout the East Coast Call Center.

Returns Representative: Team Member will be responsible for all customer contact regarding repairs, replacement, warranties, stock adjustments and product liabilities and credits. Following prescribed company procedure, determine customer eligibility to return product and issue a return authorization. Must issue returns authorizations for customers to bring in product for alteration or repair, write up all appropriate paperwork to process necessary repairs and replacements and gather required information to submit product liability claims for approval. Must be able to investigate and resolve problems regarding mis-shipments or shortages. Will be responsible for running RA reports daily, receiving all incoming packages from receiving and create receiving records for packages that have an RA number. Must be able to create records and maintain a log for all packages that are received without an RA number. Responsible for arranging for repair or return to stock, returned items in a timely manner to ensure customer satisfaction. Must consult with lead or supervisor to determine if a defective item is acceptable to be repaired or deemed a second or destroyed. Must maintain supplies of materials that are routinely requested by customers. Must be able to fill in for Customer Service Representatives. Must be able to assist throughout the East Coast Call Center.

SKILLS REQUIRED:
• Proficient in Microsoft Word & Excel.
• Must have excellent communication skills, both written and oral.
• Must have excellent attention to detail.
• Must have good organizational skills.
• Problem-solving skills.

PREVIOUS WORK EXPERIENCE:

1 to 3 months related work experience and/or on the job training.

PHYSICAL REQUIREMENTS:
• Must have 20/20 vision or correction to 20/20.
• Ability to stand, walk or sit for entire shift.
• Ability to lift up to 20 pounds unassisted and up to 50 pounds with assistance.
• Must be able to bend, reach, twist, stoop and squat.
• Must be able to perceive colors and shades.

EDUCATIONAL REQUIREMENTS:

High school diploma or GED.

We are a drug-free workplace.

We participate in E-verify.

We are an Equal Opportunity Employer.