Job Description:

The role of the Customer Service Representative is to provide a superior level of customer service to all customers. This person must be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast-paced environment. The CSR will strive to improve customer relations with every interaction whether it be with the customer, sales team, or an internal team member.*This role is M-F from 7:30am - 4pm PST* Essential Duties and Responsibilities:Login and answer phone calls as directed by managerResponds to inquiries by email and phone concerning order status, price, availability as well as the application of products, services, promotions, and programs within 1 business dayResponsible for ensuring order entry is complete and accurate within 2 business day of receipt or as indicated by established work flowsMonitor order(s) are releasing to the Distribution Center in a timely mannerTracks and communicates order progress up to and including delivery to customers and/or the sales team using various system applicationsIssues and enters Return Authorizations, shipping labels, and/or creditsThoroughly researches customer issues, complaints and/or comments and provides complete and timely resolutionUnderstand and document customer requirements for assigned accountsCross-trained with consumer customer phonesOther duties as assignedEducation and Experience: High School diploma, or equivalent1 - 3 years prior experience in Customer Service preferredBi-lingual - English/Spanish preferred when working with International AccountsExperience with production embellishment techniques preferredComputer Skills: Experience with Microsoft Outlook, Teams, Word, and ExcelWorking knowledge of Dynamics AX or similar ERP software preferredWorking knowledge of ShopWorks or similar production software preferredCompetencies: Strive to continuously build knowledge and skillsGreat attention to detailContributes to building a positive team spirit; asks for and offers help when neededMeets productivity standards; looks for ways to improve and promote qualityAccepts responsibility for own actions; treats people with respect and considerationWorks with integrity and upholds organizational valuesAdheres to 5.11 Policies and ProceduresObserves safety and security procedures; reports potentially unsafe conditions to managerOUR VALUES:At 5.11 we embrace a high energy culture built upon our values of Service, Unity, Impact and Tenacity.Service - At 5.11, we wear our passion for service on our sleeves: it is an honor to serve those who serve and people of all walks of life. With humility and great respect for our consumers and our roots, we take pride in our brand and engage with our communities. By championing the needs of our consumer we fulfill the mission of a lifetime.Unity - We build together-as one, global 5.11 family. Our individual abilities and diverse perspectives strengthen outcomes. We collaborate, taking a holistic view and listening actively. By communicating with intention, care and clarity, we empower each other to reach new heights.Impact - We have big ambitions and they start and end with our consumer. With them in mind, we innovate for impact-we think big, think creatively and challenge norms. We foster curiosity and iterate, relentlessly pursuing solutions. For ultimate impact, we drive to disrupt for good.Tenacity - We are tenacious in our pursuits and accountable to each other. This builds trust and the confidence to rise to any challenge. We have the courage to take risks and, no matter the outcome, we flex and adapt, always having each other's backs. We persist-determined to Always Be Ready.Pay Range: $19 - $22 per hour 5.11 Tactical offers a best-in-class benefits program including: medical, dental and vision insurance; a 401(k) program with employer match; employer-paid basic life and AD&D insurance. Additionally, employees can choose from several voluntary benefits including: Hospital Indemnity/Accident insurance; Flexible Spending Account/Health Saving Account; Employee Assistance Program; Paid Time Off/Paid Holidays/Sick Time; Casual Dress Code; and Employee Discounts.*If you are a regular full-time employee working at least 30 hours per week, you and your eligible dependents may participate in 5.11's benefits program.*California Privacy Note: As of January 1, 2023, California residents have the right to know what personal information that 5.11 has collected about them, right to correct inaccurate information, or request that their personal information be deleted, subject to certain limitations. If you're a California resident you may view the policy HERE (and if you would like to make a request regarding your personal data, please CLICK HERE (Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)