Operations Specialist

PGA TOUR Superstore; Roswell (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

PGA TOUR Superstore in Georgia is seeking an experienced, empathetic, dependable customer service professional to join our Customer Care Team. You will use problem-solving skills and collaborative work with leadership to exceed customer expectations and deliver a remarkable service experience.

Responsibilities include handling online orders, resolving escalated issues, and coordinating with store leadership and vendors to provide timely solutions.

Qualifications

• High School Diploma or GED.
• Min 2 years of call center or relevant customer service experience.
• Strong communication skills, both verbal and written.
• Ability to multi-task and use multiple systems simultaneously.
• Familiarity with Service Now, SAP or similar systems is a plus.

Responsibilities

• Deliver consistent customer experience with efficient resolutions.
• Resolve issues related to online orders, SPOs, and vendor shipments.
• Research questions using multiple systems concurrently.
• Partner with store leadership and vendors to find solutions.
• Coordinate with Customer Service Specialists and other partners to meet goals.
• Manage E-Commerce orders domestic and international.
• Support store studio experiences from scheduling to order management.
• Generate FedEx intercepts, return authorizations, or claims as needed.
• Report website issues to E-Commerce team for quick fixes.
• Assist in gift card activations and promotional fulfillment.

Skills

Call center experience

Customer service

Attention to detail

Problem solving

Verbal communication

Written communication

Multi-tasking

Technology proficiency

Adaptability

Job description

Overview

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As the leading specialty golf retailer and one of the fastest growing specialty retailers, we proudly offer you the opportunity to earn competitive pay as you pursue your passion into a lasting golf or tennis career.

Position Summary

We are seeking an experienced, empathetic, dependable, team-oriented customer service professional to join our Customer Care Team. Using creative, ‘out of the box’ thinking, this person will do whatever it takes to exceed the customers’ expectations and deliver a truly remarkable service experience. Collaborate with Customer Care Specialist to resolve customer problems that have been escalated to the Operations Team. Only individuals with an outstanding work ethic, entrepreneur spirit and “customer-first” mindsets need apply.

Qualifications And Skills

• High School Diploma or GED
• Min 2 years of call center / or relevant customer service experience
• Strong attention to detail and problem-solving skills
• Ability to adapt to change and work well in a fast pace environment
• Ability to multi-task using technology while handling calls
• Knowledge of the golf and tennis industry, a plus
• Experience with Service Now, ITSM/CSM, SAP, Kibo OMS, Cybersource, a plus
• Strong listening and interpersonal skills. Must possess strong verbal and written communication skills and can communicate cross-functionally. The idea candidate will have the ability to convey compassion and care verbally or written.
• Advanced computer skills with a working knowledge of Microsoft Office, Outlook, and Internet
• Must have the ability to organize multiple priorities to ensure resources are properly allocated to meet objectives.
• Must be able to stand or sit for extended periods of time.
• Availability to work varied shifts inclusive of - evenings, weekends, and holidays

Key Responsibilities And Duties

• Deliver a consistent customer experience by providing efficient and timely resolutions.
• Resolve internal and external customer problems with online orders, special product order (SPO) & vendor shipments.
• Research and resolve customer questions utilizing multiple systems simultaneously.
• Trouble shoot in partnership with store leadership and outside vendors to research and find solutions to the common/unique problems.
• Collaborates with Customer Service Specialists and communicates with other business partners including store leadership to achieve company goals.
• E-Commerce order management both domestic and international.
• Support store Studio experience from scheduling appointments, gathering key details for Golf Club Fitter and order management ownership post sale.
• Generate FedEx intercepts, return authorizations and/or claims, as necessary.
• Communicate website issues to E-Commerce team as necessary for quick resolution.
• Assist in gift card sale activation, history look-up, Identify and assist in the fulfillment of periodic marketing promotions.

Core Values:

Put People First, Innovate Continuously, Lead by Example, Listen and Respond, Include Everyone, Give Back to Ohers

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.