Customer Service Representative

TITLE Customer Service Representative REPORTING TO Lead Customer Service Representative SUPERVISORY RESPONSBILITIES N/A LOCATION Charlotte, NC THE COMPANY From humble beginnings, GALE Pacific has grown to become a global leader in technical fabrics and consumer products that protect our customers day after day, year after year.
With over 600 team members across locations in Australia, New Zealand, USA, China and the UAE, our global presence allows us to continually innovate and build on a rich history dating back to 1951.
Our Coolaroo® consumer products sold through major retailers globally include Shade Sails, Shade & Garden Fabrics, Outdoor Blinds and Shade Structures.
GALE Pacific Commercial Fabrics include knitted, coated and advanced polymer fabrics used for agriculture, construction, mining and packaging.
OUR VALUES Integrity We do what is right.
We are honest and ethical, worthy of the trust of others.
It is the price of entry to our team.
Respect Respect guides the way we operate at all levels – with consumers, customers, suppliers, investors, the community, and our own team.
Collaboration We believe in the power of working together in a collaborative way.
Every function and every role is as important as each other.
People People are the heart and soul of our business.
We continually strive to provide a safe, supportive, and engaging environment for our team to achieve their full potential.
Community We are proud to be part of the communities we operate in globally.
We are committed to supporting local causes and always operating in an environmentally responsible manner at all times.
Innovation Creative thinking inspires innovation in everything we do.
We seek and value ideas from our team that improve our products and provide meaningful benefits to our consumers and customers.
LEADERSHIP BEHAVIOURS Drives for Results Communicates Clear Vision Consistently Holds Self and Others Accountable Doesn’t Give Up Owns Successes and Failures Inspires us in Tough Times Exemplifies Authenticity Willing to be Vulnerable Genuinely Cares for People on Their Team Words and Actions Match Makes Employees Feel Open and Comfortable Has a Consistent Approach to Decision Making Develops and Empower Others Provides Timely Open and Honest Feedback Empowers Individuals and Teams Makes Everyone Feel Valued for the Work They do Sets SMART Stretch Goals Gives People an Individual Growth Plan Fosters Collaboration Develops Ideas With Input From Others Maintains an Open Mind and Listens Is Inclusive Drives Teamwork Between Functions Creates a Learning Environment Acts with Courage Challenges the Status Quo Makes Tough Decisions Is Not Afraid to Have Difficult Conversations Actively Leads the Team Through Challenges OVERVIEW OF ROLE OR HOW THE ROLE MAKES AN IMPACT Ideal candidate will be friendly, outgoing, detail-orientated, and possess great problem solving and investigative skills.
The ability to process calls and complete tasks in a timely manner is essential.
Detailed product knowledge of Gale’s commercial and retail products is a plus.
FLSA STATUS: Hourly/Non-exempt JOB RESPONSIBILITIES Direct communication with customers and consumers Respond promptly to customers inquiries via phone or CRM Handle and resolve customer complaints Process orders and return authorizations Process warranty claims Gather information for quality control reporting Check customer portals to update order status, inventory levels, return authorizations Interface with finance, marketing, and sales as needed SKILLS & EXPERIENCE SKILLS & EXPERIENCE: 1 – 3 years prior experience working in a call center or retail environment with customer contact Competent with computer software including Microsoft Office (Word, Excel, Outlook) Experience with Microsoft Dynamics AX a plus Experience with Salelsforce Service Cloud or similar CRM Strong communication and interpersonal skills Work experience within the home improvement industry, consumer durable goods, seasonal categories, textiles industry and/or window shade manufacturing industry is preferred.
Display a high level of critical thinking and problem-solving skills along with the willingness and ability to challenge assumptions to drive change and improvement across the organization.
QUALIFICATIONS: High school diploma, general education degree, or equivalent Ability to type 50+ words per minute Ability to answer 75+ telephone calls a day Ability to answer calls and live chat sessions simultaneously.
Intermediate skills in MS Word and MS Excel Strong internet research skills Strong computer skills PHYSICAL DEMANDS: Frequent periods of standing and sitting Ability to hear, with or without, a hearing aid.
Ability to see clearly, with or without, the aid of glasses or contact lenses.
Language: Able to fluently read, comprehend, write, and communicate in the English language.
Proficiency in Spanish and/or other languages is desirable.
WORK ENVIRONMENT: From time to time the incumbent may be exposed to moderate noise levels associated with the operation of machinery and the manufacturing process.