Overview
D'Addario & Company is the world's largest manufacturer and distributor of musical instrument accessories. As a U.S.-based manufacturing leader, we pride ourselves on high-automation machinery, cutting-edge technology, and a deep commitment to environmentally sustainable practices. Most importantly, we're proud of our diverse team of individuals who embody our core values-family, curiosity, passion, candor, and responsibility-and bring them to life every day.
The Consumer Customer Service Specialist is responsible for maintaining the highest level of consumer customer service (B2C) expected from D'Addario & Company. This position is the primary customer service contact for all consumer service-related communications, inquiries and issues. The person holding this position will conduct related tasks for D'Addario's consumer customer service areas including but not limited to; written, email, phone and web communications, product returns, recalls & product warnings and when applicable consumer related events.
This is a temporary full-time position running from
June 15 through October 23, with an hourly rate of
$25/hour. The role follows a hybrid schedule:
work from home on Mondays and Fridays, and
in-office Tuesday through Thursday in our Farmingdale, NY location.
Responsibilities
- Receives and/or reviews incoming phone calls, either offering a response, or delegating to the most appropriate respondent with proper background information provided. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
- Reviews all written communications and emails, either offering a response, or delegating to the most appropriate respondent with proper background information provided.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Based on consumer interaction, assists with tracking and creation of FAQs for updates to websites. In addition, alert the Product Management team of any discrepancies on the website.
- Handles all QC based returns with consumers as required.
- Monitors and replies to comments on social media platforms, both public and private
- Monitors consumer reviews on ecomm sites and marketplaces and replies, where appropriate, on the Company's behalf.
- Works closely with our QC department to confirm fulfillments of all returns is done in a timely manner and to the consumer's complete satisfaction.
- Logs all quality-oriented complaints and notifies appropriate product team or QC personnel, when applicable.
- Regularly interacts with Product Management teams for intelligence, trends, consumer feedback, etc. related to product design, quality or usability.
- Primary contact for any "emergency situations" such as product alerts or recalls handling all consumer related communications, data bases, and procedures.
- Works with the management team to stay updated on product knowledge and be informed of any changes in company policies.
- Goes the extra mile to engage customers.
- Manages and reviews customer orders within Shopify, including order updates, cancellations, refunds, returns, and fulfillment issue
- Conducts fraud review on orders as needed, identifying potential fraudulent activity, documenting findings, and coordinating with internal teams to take appropriate action
- Communicates with customers regarding custom product orders, including order status, production timelines, approvals, delays
Qualifications
- Associate degree in business or a related field preferred
- 3 to 5 years of customer service experience preferred.
- Customer Service team or strategy management a plus
- In-depth knowledge and understanding of the following D'Addario brands; Fretted, Woodwinds, Orchestral, Accessories, Evans, and ProMark
- Awareness of key B2C marketing or brand initiatives (marketing, promotions, clinics/events, new products, etc.)
- Possess good communication skills both on an interpersonal level as well as a presentation level (may be called upon to lead/facilitate a limited amount of consumer presentations or tours)
- Excellent grammar, punctuation, and spelling
- Possess good computer skills with solid working knowledge of Word, Outlook, Excel and the Internet.
- Knowledge in a customer service platform / CRM (Zendesk, Intercom, Salesforce, etc) a plus
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