Customer Support Specialist
The company
Swatch Group is an international group active in the design, manufacture and sale of finished watches, jewelry, watch movements and components.
Swatch Group supplies nearly all components required by its 17 watch brands, and Swatch Group companies supply movements and components to third-party watchmakers in Switzerland and around the world. Please be sure to visit our brands' websites to learn more about their fantastic products.
Swatch Group is also a key player in the manufacture and sale of electronic systems used in watchmaking and other industries.
Job description
Swatch Group (U.S.) Inc. is looking for a self-motivated and energetic individual with a passion for providing excellent Customer Service and support to our various watch brands such as Omega, Tissot, Longines, and Hamilton. This is not your traditional high volume call center environment.
This position varies and involves working with Clients, Sales Representatives, and End-consumers. Normal working hours will be from 9:00am – 6:00pm or 10:00am -7:00pm; Monday through Friday. Flexibility to work additional hours as needed during our high season is required.
- Are you a people person?
- Are you an excellent communicator with people from all walks of life?
- Are you exceptionally skilled at handling complaints and difficult situations? Than this job is for you.
- Must be extremely friendly and easy to talk to.
- Some experience working with the general public or call center environment.
- Must have a driving team ambition and be goal oriented.
Profile
Customer Support Specialist are the primary contact for retail customers and sales team. They are proficient in processing and managing the sales order process, resolving order related inquiries and issues to ensure customer satisfaction.
This position is focused on supporting the sales effort, which includes, retail customers and account executives in the following activities:
- Effectively communicate and conduct appropriate follow up with assigned accounts on the status of orders, product availability, updates on pricing, SKU’s, etc.
- Provide an efficient and immediate response by phone, fax and/or email to assigned accounts
- Enter, process, verify and track order from assigned accounts using the SAP system
Review item availability in SAP - Resolve order relates issues, e.g. back orders, status of shipments, stock availability, return authorization, pricing and promotion inquiries for sales staff and retailers.
- Utilize company resources for product knowledge and proactive approach to constant refreshing of latest product offerings.
- Develop and maintain relationships with customers and sales force to ensure that all service requirements are met
- Process Return Material Authorization forms
- Process credits/debits and obtain proper signatures to resolve charge backs
- Trace shipments and acquire written proof of delivery with carrier upon requests by customer, sales and/or credit.
- File freight claims with carriers upon proof or shortage and forward copies to accounting for proper follow up of payment
- Develop and maintain a close working relationship with the Brands (sales & marketing coordinators, marketing managers, etc.) to keep abreast of all brand related activities (inventory availability, new product, marketing promotions and tags, etc.).
- Other duties as assigned by management
Professional requirements
Experience and Skills
- Must have a High School Diploma or GED Equivalent
- Excellent communication skills a MUST, both verbal and written.
- Works well in fast-paced environment servicing same day business for our distribution channel across the United States.
- Answer all queries in a professional, honest and straightforward manner.
- Ability to multi-task and work under pressure while maintaining a high level of accuracy and organization.
- Must be highly organized with superior follow-up skills.
- Assist in providing initial training to new agents as and when required.
- Explain/demonstrate the benefits of clients’ products.
- Flexibility to work additional hours during peak season.
- Learn new tasks as needed for upward growth (team and individual!)
- Be a dependable and reliable team player.
- Must have a driving team ambition and be goal oriented.
- Previous experience in a consumer/e-Commerce environment a plus.
- Proven record of dependability and reliability is essential.
- Proficient in Microsoft Office.
- SAP Knowledge a definite advantage.
- Being bilingual in English and Spanish is a plus.
- Must be a skilled listener – customers will tell you what they want!
Benefits Program
The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.
- Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
- Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
- Company paid life insurance and Long Term Disability
- 18 days of PTO per year
- Special bucket of sick time per year extended paid time for medical, parental and military leave
- Holiday pay
- Voluntary FSA, STD, Accident/Hospital Indemnity insurance
- Employee product discount
For more information please see https://transparency-in-coverage.uhc.com/
#SGUSC