Customer Service Representative - Bensalem, United States - Hoshino USA Inc.

Hoshino USA Inc.

Verified Company

Bensalem, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

We have an immediate position available for a customer service professional at our distribution center in Bensalem, Pennsylvania.

Position Summary:
Provides accurate and timely sales and technical support to dealer network, territory sales representatives, and consumers. Essential to maintaining productive business relationships and a positive public image of Hoshino and its brands.

Essential Functions:

Manages orders and makes determinations regarding inventory allocation within the assigned sales territories.
Corresponds with customer to ensure customer satisfaction.
Performs a variety of complex computer related tasks related to managing product allocation and back order maintenance.
Fields telephone calls from dealers, nondealers, and consumers regarding product lines, and direct calls internally as appropriate.
Provides accurate information regarding product availability, product defects or any other product or service related issues essential to maintaining productive business relationships.
Verifies, manages, and communicates with dealers and sales representatives about pending orders.
Manage EDI Website orders and related functions for customers.
Manages dealers' backorders to maximize sales based on product availability to achieve sales targets.
Works closely with Credit department to schedule shipping and payment for Credit Card, Flooring, and Prepaid Accounts.
Arranges rush or other special shipping requirements for customers as necessary.
Communicates effectively with other departments (Warehouse, Credit, Accounting, Merchandising, Events/Promotions, Shipping, QC and Repair) to ensure a timely response to customer needs, and follows up with other departments and customers as necessary.
Issues and manages flow of return authorizations for defective, damaged, misshipped or incorrectly ordered merchandise. Follows up with customer as necessary to ensure positive customer service.
Reports any product related problems, regarding quality or otherwise, to merchandising and/or management.
Interprets warranty guidelines and determine product eligibility for warranty repairs for dealers and consumers.
Manages consumer orders including the creation of customer cards, and marketing promotions.
Issues and manages credits for freight errors, discount corrections, or defective merchandise.
Maintains a detailed working knowledge of both new products and frequent product specification changes.
Reviews dealer back order reports and manage orders pertaining to discontinued merchandise or other problematic products.
Attends sales meetings, trade shows and other sales related events to assist sales representatives, as requested.
Manages and maintains dealer discount structures.
Maintain and archive product and parts information pertaining to past or discontinued product lines, and Tama and Ibanez historic catalog library.

Qualifications:

A minimum two year college degree is preferred
Knowledge of the music industry with a particular focus on the guitar and drum aspect of the business is required.
In depth knowledge of or the ability to play the guitar and/or drum set preferred.
Previous Customer Service or Sales experience preferred
Creativity and flexibility is required to enable strategic decision making to avoid potential conflicts with customer and produce positive sales results.
Must be able to enter, access and manage information using ERP.
Knowledge of Microsoft Word and Excel
Good communication skills (written and verbal)
Ability to provide a high level of customer satisfaction
Ability to work overtime as required.

Benefits: