Dunlop Sports Americas · 21 hours ago
Customer Experience Advocate
Huntington Beach, CA
Full-time
Hybrid
Mid Level
$20/hr - $24/hr
3+ years expDunlop Sports Americas is seeking a Customer Experience Advocate to provide an effective customer experience for both internal and external customers. The role involves utilizing in-depth product knowledge to handle inquiries, process orders, and resolve customer issues while ensuring high-quality service and communication.
Sports
Responsibilities
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments; and discussing those ideas with Customer Experience leadership
Ensure proper corporate messaging, reading from scripts as needed to ensure this is achieved
Provide feedback to Customer Experience leadership on the efficiency of the customer experience process
Keep abreast of new company products and services
Communicate with customers via phone, email, mail, chat, text, or social media
Obtain and evaluate all relevant information to handle product and service inquiries
Respond promptly to customer inquiries
Processes customer orders/changes/returns/repairs according to established department policies and procedures
Answer product and service questions for customers; suggesting information about other products and services
Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services
Handle questions regarding changes in policies or procedures
Provide pricing and delivery information for orders
Perform customer verifications
Attempt to persuade customer to reconsider cancellation of order
Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints, and actions taken
Answer questions about warranties or terms of sale
Process paperwork related to credits/adjustments
Process paperwork related to repairs and returns
Resolve 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
Escalate to Customer Experience leadership, as needed, for unresolved issues
Suggest solutions when a product malfunctions or a customer is experiencing product difficulty
Inform customer of deals and promotions
Up-sell products and services
Work with Customer Experience leadership to ensure proper customer service is being delivered
Provide timely feedback to Customer Experience leadership regarding service failures or customer concerns
Communicate effectively with team members within the customer experience department
Communicate and coordinate with internal departments and external partners to resolve issues and provide superior service
Contribute to team effort by accomplishing related results
Partner with the sales team to meet and exceed customer’s expectations
Assist Customer Experience leadership with training of Customer Experience Associates on new products and services
Active participation in the training of new hire employees on the team
Periodically may require, either in an office, warehouse, or off-site environment: Reaching, pushing, pulling, lifting, or carrying of product or materials; possibly moving pallets via pallet jack between locations; Bending, stooping, or walking of product back and forth between different locations; Packing or unpacking of boxes; Setup and tear down at events; 30 pounds maximum; anything more than 30 pounds must be moved/lifted with another team member
Other duties as required
Qualification
Required
High School Diploma and three years' related experience
Phone Skills
Listening Skills
Documentation Skills
Detail-Oriented
Problem Solving
Resolving Conflict
Analyzing Information
Multi-tasking
Time Management
Customer Focus
Communication Proficiency
Teamwork Orientation
Technical Capacity
Adaptability
Initiative
Quality Focus
Senior-Level Product Knowledge
Market Knowledge
Preferred
Bachelor's degree and 3-5 years' related experience
Golf product knowledge
Company
Dunlop Sports Americas
Loving the game is what drives you to compete at your best.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jesse Sukman
Senior Patent Counsel
Roger Cleveland
Founder
Recent News
2025-03-27
2025-03-26
2025-01-09
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