At TaylorMade Golf, we foster a service culture promoting our belief that we define our company and brands with each customer interaction. We deliver an uncommon level of service in order to create positive, lasting memories with our customers.
The Latin America Customer Service Specialist is responsible for supporting the sale of TaylorMade golf products and services within established sales region and customer base, with an emphasis on TaylorMade accounts located in Latin America. This position will maintain personal one-on-one contact with customers and assure awareness by providing expertise, knowledge, and new product information consistent with company objectives and quality standards. They are expected to have a strong understanding of TaylorMade products along with the order placing process. They will be called upon to be a keen problem solver for issues related to product availability, delivery, order management, and general client satisfaction.
This role requires fluent Spanish and English communication skills (verbal and written) with golf and business vocabulary.
Essential Functions and Key Responsibilities:
- Acts as main customer service point of contact for all Latin America based accounts.
- Successfully promotes the Company's products and services with all Latin America accounts while maximizing their account bases potential.
- Acts as escalation point of contact for all warehouse and order flow related issues, including returns, TMG Direct, and other interface issues.
- Utilizes CRM system to record, track and manage all customer interactions.
- Handles a wide variety of customer calls to answer questions and/or identify service needs.
- Processes appropriate actions including inputting orders for all product categories, initiating warranty/repairs, initiating credits/returns, etc.
- Places outbound calls to customers within LAM region to enhance customer experience and also drive incremental sales.
- Works cross-functionally with internal partners (i.e. Credit, Shipping) to identify problems, make order adjustments, recommend process changes or solutions to achieve the best results
- Addresses cross-functional interactions relating to customer billing issues for resolution.
- Performs other related duties and assignments as required.
Knowledge and Skills Requirements:
- Fluent verbal and written English communication skills required.
- Fluent verbal and written Spanish communication skills with business and golf vocabulary required.
- Ability to comprehend and communicate in both English and Spanish technical product specifications across a wide audience via phone and written communication.
- Must have excellent interpersonal skills and a pleasant phone voice/manner with the ability to deal tactfully and diplomatically with customers and staff.
- Effective listening skills; ability to recognize and address customer needs.
- Demonstrated leadership skills a must.
- Ability to work across teams and manage priorities to accomplish multiple tasks is required.
- Proficient in Microsoft Suite (Word, Excel, Outlook, PowerPoint).
- Proficient with TaylorMade’s operating systems (Oracle, Custom Configurator, Business Objects, Cricket, etc.)
- Proficient with CRM system (MS Dynamics)
- Passion for sports required, with passion/interest/knowledge for golf strongly preferred.
Education, Work Experience, and Professional Certifications:
- High school diploma required. Bachelor’s degree preferred.
- Experience in a call center or comparable environment.
- Experience in sales and/or operations fields.
- Experience creating and distributing reports on relevant sales and service functions.
Work Environment / Physical Requirements:
- Normal office conditions with extensive computer and phone usage
- Ability to travel within Latin America region up to 4 weeks per year
- Ability to work extended hours as necessary
- Able to work efficiently and accurately in an atmosphere of frequent interruption
- Light physical effort equal to frequent lifting or moving of lightweight materials
TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected annual base pay range for this position is $25 - $27 per hour. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
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TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.
