Customer Service Representative - International

Customer Service Representative - International

At Johnson Outdoors, home to some of the world's most innovative and best-known outdoor recreation brands, we create amazing outdoor experiences - for adventurers, by adventurers.

Come be a part of the Customer Service Team supporting our iconic outdoor brands!

The person in this role provides excellent customer service to dealers, sales representatives and/or consumers via phone and email. Enters orders, resolves issues and maintains accurate and up-to-date records on communications.

Based in beautiful and affordable Racine, Wisconsin, at our Headquarters on the shore of Lake Michigan, you'll have incredible access to a variety of outdoor activities whether skiing and snowmobiling in winter, or kayaking, fishing, sailing, hiking or more in summer. Close to both Milwaukee and Chicago, the area boasts a wide variety of amenities including a vibrant arts and culture scene and a host of unique, creative dining options.

Note: This role is a hybrid work schedule (3 days in office/2 remote)

What you will do:

• Responds to inquiries, resolves routine issues (referring more difficult problems upward) and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.

• Performs upselling and cross selling to dealers which includes but is not limited to new products, items released from backorder, replacements for discontinued items, special promotions, closeout items and replacements for returned items.

• Enters orders into the system, resolves order questions and documents communications accordingly.

• Issues credits and returns, obtains return authorizations, processes bills and participates in collecting cash as needed.

• Processes or coordinates setting up, maintaining and/or closing accounts in collaboration with the credit department, headquarters and/or other departments. Facilitates the closing of dealer accounts by communicating with appropriate parties, closing open orders and deactivating the dealer.
• Runs routine reports and independently creates reports to support department activities.

• Responsible for international documentation, invoicing, shipping and tracking orders (Not applicable to all locations and customer service representatives).

• Export Only: Independently prepares export documents (Export Declarations, Certificates of Origin, EUR.1, AT. R, T2L) as required for shipping goods out of the country or import goods into countries using special software. Organizes best transport solution for our customers.

• Performs other duties as assigned.

What you need to succeed:

• High school diploma or equivalent.
• Typically requires a minimum of 2-3 years of customer service experience working with a global customer base.
• Export Only: Advanced knowledge of export and preference laws/regulations to issue customs documents.
• Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and up-sell/cross-sell products. In addition to reading, writing and verbally communicating clearly in the native language of the region the representative is serving, may be required to speak clearly in another language as defined by the region.
• Proficiency in the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.
• Demonstrated experience and skills in effectively and efficiently responding to customer inquiries using the phone and email.
• Skills in effectively problem-solving routine issues and ability to escalate issues as needed.
• Basic mathematical skills which include the ability to add, subtract, multiplication and division with the assistance of a calculator.

A few pointers about our culture:

• Entrepreneurial spirit and innovation are in our bones! We authentically innovate trusted equipment that gets people out there.
• We are laser-focused on our consumers, and passionate about inspiring people to actively engage with the amazing awe of the outdoors again and again.
• We strive to create meaningful, healthy change in the world as individuals and as a family of brands.
• We value diversity and team members who are willing to wear multiple hats; who take personal initiative, anticipating what needs to be done, and figuring things out to make them happen; but who are also willing to ask for help, to assist others and work together.

What you will receive:

• Share in the company's success - Competitive base salary, with additional earning potential through participation in the annual discretionary cash profit sharing program, and eligibility for annual pay increases.
• Find your work/life balance with generous paid time off and holiday benefits, health insurance and wellness plans.
• Further your career with training opportunities including our tuition assistance program.
• Plan for your future with our 401k with company match and deferred retirement contributions, Sons & Daughters Scholarship program, life and LTD insurance, and more.

All qualified applicants will receive consideration for employment at Johnson Outdoors (and all subsidiaries) without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. Johnson Outdoors is proud to be an affirmative action and equal opportunity employer. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, please contact Human Resources at HRSpecialAccommodations@johnsonoutdoors.com to let us know the nature of your request and your contact information.

About Us:

JOHNSON OUTDOORS is a leading global innovator of outdoor recreation equipment and technologies that inspire more people to experience the awe of the great outdoors. The company designs, manufactures, and markets a portfolio of winning, consumer-preferred brands across four categories: Watercraft Recreation, Fishing, Diving and Camping. Johnson Outdoors' iconic brands include: Old Town canoes and kayaks; Ocean Kayak; Carlisle paddles; Minn Kota fishing motors, batteries, and anchors; Cannon downriggers; Humminbird marine electronics and charts; SCUBAPRO dive equipment; Jetboil outdoor cooking systems. Founded in 1970 by Samuel C. Johnson, the Company has delivered double-digit compound annual growth over its history, evolving from a single brand into a nearly $663 million global enterprise with around 1,300 employees across 20 countries.