Ernie Ball Inc. 's Customer Service Rep is responsible for providing critical customer service support to the Music Man Sales team to help customers with any requests surrounding their Music Man instruments. The Customer Service Rep will work closely with both the Domestic and International sales team for Ernie Ball and Ernie Ball Music Man. The position reports to Ernie Ball Inc. Director of Sales Operations.

Experience and familiarity with electric guitars is a requirement

PRIMARY DUTIES

• Ensure the highest levels of customer service, satisfaction, and integrity are being delivered on a continual basis

• Provide support to end users and stores by answering product questions over the phone and by email.

• Help troubleshoot problems with instruments over the phone and by email.

• In the event that a problem cannot be solved over the phone, work with the repair department to facilitate a repair.

• Manage customer order flow and suggest long-term solutions for maintenance of their account

• Assist sales team with daily tasks including but not limited to; identify delayed items, confirm product supply/availability, correct price discrepancies, process return requests, provide shipping information, ensure EDI orders transmit properly.

• Assist with reporting, and data entry, maintain and update ERP/CRM database to ensure accurate online and account contact information

• Make intelligent improvements to business processes where needed to make sales and/or customer service more efficient and productive

• Respond to customer-service issues, including product and shipping errors, returns and discount concerns, by phone and email; appraise customers of policy changes, important dates, new products, company receivable policy and due dates.

• Effectively communicate at all levels from sales representatives, to managers and company executives, to shipping staff and customers.

• Maintain product knowledge about all Music Man products, including legacy products and upcoming new product launches.

REQUIREMENTS

Experience and familiarity with electric guitars is a requirement

• Familiarity with Google Office Suite (Docs, Sheets, etc).

• Works well in a fast-paced environment.

• Positive energy.

• Exceptional written, verbal, and interpersonal communication skills.

• Ability to collaborate with multiple cross-company teams.

• Excellent problem solving skills

Full Time Schedule:

9/80 schedule 9 hours per day M-Th and 8 hours every other Friday

Full Time Benefits:

$21.50 - $22.00/hr

Paid Vacation

Paid Holidays

Medical, Dental, Vision Insurance

Company Paid Life Insurance

Voluntary Plans through Aflac

Paid Sick Time

Employee Discount

401k with employer match

Ernie Ball Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.