CUSTOMER SERVICE REPRESENTATIVE

Company Summary:Blue Wave Products is a leading manufacturer/importer of home and leisure products. Our diverse customer base includes some of the most prominent retailers in the US and Canada, including Amazon, , Wayfair, Home Depot, Lowe's, Overstock, and many others. The Company supports over 2,500 SKUs across our four main product categories which include: Pool & Leisure (Above Ground Pools, Pool Liners, Winter and Safety Covers, Cleaners, Pumps and Filters, Floats and Toys and Accessories) Indoor and Outdoor Games (Billiards, Air Hockey, Shuffleboards, Darts, etc.), Infrared Sauna's (1-4 Person Hemlock and Cedar Wood Saunas) and Patio Furniture (Umbrellas, Hammocks, Patio Sets, Lounge Chairs, etc.) Based in Batavia, IL, the Company operates from a 275,000 sq ft state-of-the-art warehouse and office facility.Primary Function:As a Blue Wave Customer Service Representative, you will be responsible for aiding in a courteous and professional manner to dealers regarding ordering, product clarification, order status, delivery, returns, shortages, and missing parts while ensuring dealers receive the highest level of service that can be provided in accordance with our marketing philosophy. The primary responsibilities of this position are to ensure that our customers' inventory is received and managed properly, and their orders are entered, filled, and shipped accurately and in a timely manner. The ability to identify issues and concerns addressed by customers and apply relevant policies to resolve the issue. They are the main contact for all client interactions and must apply problem solving techniques and critical thinking methods to maintain strong client relationships.Responsibilities:Respond to all customer correspondence within 24 hoursProcess all daily orders received prior to designated cut-off timeAdhere to a 0.2% or less order entry error rateAggressively pursue continued knowledge in a growing product lineTroubleshoot and resolve any customer issues and disputesCoordinate with warehouse staff to maintain proper documentsLearn each Dealer's specific business needs and provide service based on those needs while developing a firm business relationship between Blue Wave and the DealerProvide answers to a variety of questions via telephone and email regarding quotes, products, orders, shipments, returns, billing, missing parts, and warranty issuesEnter orders accurately with a goal of same day shipmentAssist dealers in understanding company policies and proceduresAssist in obtaining quotes (from manufacturers) for custom productsPrepare dealer reports as requested on a daily/weekly basis Work cross-functionally internally and externally to provide one call resolution for Customer/Dealer issuesMake appropriate recommendations to Manager regarding process improvement and increased efficiencyMeet team goals regarding inbound call management and order errorsEnsure information is documented accurately and shared with team membersAll other tasks as assigned by the Customer Service ManagerKnowledge and Skill Requirements:Superior communication, problem solving, and decision-making skillsBasic computer skills, requiredType 50 WPM, preferred3-5 years Customer service experience (preferred within a manufacturing or distribution environment)Experience working with a diverse range of customer channels (retail and wholesale)High school diploma or equivalentAbility to work in a fast paced, team-oriented environmentAbility to sit for extended periods of timeRegularly work on a computer and focus on a screen or monitorAbility to safely maneuver within an office settingLocation:Based in Batavia, IL requires office attendance 4 days per week, 1 day remote Benefits:Medical / Dental / Vision Company-paid Life InsuranceDiscretionary bonusProfit Sharing 401K3 Weeks Paid Vacation (Accrual)10 Paid Holidays

Created: 2025-01-24