Conn-Selmer, Inc. is the leading U.S. manufacturer of musical instruments for student, amateur and professional use encompassing a brand portfolio of Vincent Bach, C.G. Conn, King, Holton, Selmer, Armstrong, Leblanc, Ludwig, Musser, Scherl & Roth; and is also the North American Distributor of Henri Selmer Paris woodwinds, and Yanagisawa saxophones.
Join our team of entrepreneurial leaders, innovative manufacturers and passionate music educators seeking to improve the music industry worldwide. With a focus on quality craftsmanship and superior musical performance, we empower the next generation of talent to make their mark on the future of the world's most-loved musical brands.
We currently have an opening for a Customer Engagement Representative within our Customer Service team. This position will report to the Customer Engagement Manager. This position will be responsible to answer Customer Service calls promptly and in a courteous, professional manner. You will receive and process orders promptly and accurately according to policies in place. This position will also make outgoing calls as needed to support our sales team. This person will be based in our corporate office located in Elkhart, IN. The successful candidate must reside within a commutable distance to Elkhart, IN
Incoming (external) customer call satisfaction
Provide callers with product information, discount programs, pricing information (Dealers only), order status, product availability, delivery information, back-order information, warranty and return information, and credit memo information.
Provide all callers internal and external with superior service.
Enter phone and e-mailed orders as received, promptly and accurately.
Verify quantities and terms as well as qualification for special discount programs, or Dealer Discount levels.
Appropriately manage order exceptions according to policy.
Accurately record notes and comments for adequate documentation of all transactions.
Upsell Conn-Selmer products and services.
Manage CRM Consumer cases as assigned
Return Authorization Processing (fulfillment, follow-up and closure).
Adhere to KPIs set for the team.
Recommend improvements that will benefit the company or customer
Attend training sessions.
Perform other duties as assigned by Manager.
Review and maintain Ship Schedule (ERP logistics module) daily to ensure that data is accurate and up-to-date.
Collaborate with the credit and logistics departments.to arrange export shipments based on the customer’s request date.
Submit accurate pack request (items & shipping details) to the logistics department.
Create and/or assist the logistics department with any documents associated with export shipping.
Provide accurate reports and documentation to the customers as needed.
Associates degree or equivalent work experience 3 + years customer service or inside sales experience is required.
Music training or instrumental music background preferred
Must have ability to upsell and/or make outbound sales calls within dealer territory
Excellent telephone etiquette
Excellent communication skills, both oral and written
Strong and accurate data entry and software skills (Microsoft Office Suite)
Excellent interpersonal skills
Strong planning and organizational skills with a high level of attention to detail and time management
Ability to make appropriate decisions that are in the best interest of the company while servicing the customer and adhering to policy.
Ability to work overtime as required
Requires long periods of sedentary work.
Requires repetitive upper body movement – keyboard and monitor use.