Job Posting for Customer Service Representative at BW Retail Solutions

Customer Service Representative - Chesterfield, MI

About Us:

BW Retail Solutions is a leading omnichannel ecommerce retailer of replacement parts for powersports vehicles and outdoor power equipment. With over one million direct to consumer orders shipped annually, BW Retail Solutions has quickly become one of the largest and most disruptive forces in our industry. Founded in 2017, BW Retail Solutions is a joint venture between two long standing, multi-generational, family owned, Michigan companies. We believe that to be successful, it’s important that we all grow and learn together every day. Our portfolio includes end-to-end marketing, retail, and fulfillment of popular OEM products and accessories on the most well-known marketplaces and on our online retail stores www.fixmytoys.com and www.mowthelawn.com. We feature brands such as Polaris, Cub Cadet, Can-Am, Honda, Husqvarna, Arctic Cat, and many others. We also support our wholly owned, digitally native vertical brands 8TEN Parts, NICHE Industries, and SureFit.

Headquartered in Chesterfield, MI with additional distribution centers near Atlanta, Georgia and Ontario, Canada, our quickly growing team now includes over 170 awesome and dedicated individuals. We are a growth focused organization that believes in constantly investing and reinvesting in the business, starting with the people.

Click here to learn more about us - https://youtu.be/pPr97U-5_no

Why You'll Love Working Here

Long-term opportunity in a growing, family-oriented company, and paths for advancement as skills grow.
Regular performance reviews and feedback with leadership that wants to help you progress in your career.
Work in a friendly and relaxed environment that promotes continuous learning and development.
100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
401(k) with 100% Employer match up to 3% employee contribution 50% Employer match up to an additional 2% of employee contribution.
Tuition Reimbursement Program, Employee Referral Program, Employee Discounts, Employee Assistance Programs.
Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
Competitive paid time off package offered, in addition to 6 annual paid holidays.
Employee events hosted throughout the year - from lunches to team-building events to golf outings to the annual company holiday party.

Customer Support Representative are responsible for helping out customers with product questions, navigate our sites, and assist with order inquiry or placement.

Essential Duties and Responsibilities:

Communicate clearly and effectively with customers via phone, chat, and email using an internet-based ticketing system.
Assist customers with placing orders, tracking shipments, handling returns and warranty issues, and any other ecommerce style customer service needs.
Follow up and complete customer inquiries, while multitasking between multiple computer programs and operations.
Maintain and troubleshoot website technology competently to ensure customers have the best experience ever.
Communicate with other departments quickly and accurately via Google Workspace systems (Gmail, Google Chat, Docs, Sheets, Forms) to relay information back to the customer.
Resolve customer related issues as they arise, on a personalized basis to provide the utmost customer experience.

Qualifications and Competencies:

High school diploma or general education degree (GED) required.
A minimum of one year’s experience working in an e-commerce or call center work environment is required.
Proficient in basic computer literacy skills in the following areas, but not limited to:
- Knowledge and use of various software and web-based applications in Google Chrome, and willingness to learn new web-based systems as needed.
- Proficient in Google G Suite products knowledge and use (Gmail, Google Docs, Sheets, Forms)
  - Review & send email and chat communications, using proper grammar and punctuation in Gmail and G-chat.
  - Create, review, and edit documents in Google Docs and Sheets.
Must have excellent organizational and multitasking skills to manage incoming customer questions and inquiries while working from a dual monitor desktop computer.
Excellent attention to detail
Ability to demonstrate empathy, listening skills, and speaking skills when assisting customers by phone, email, or chat.
Comfortable working in a start-up business environment, creating processes from scratch and implementing changes often.
Interest in small engine, lawn and garden equipment, and off-road machines is preferred.
Ability to read schematics is preferred.

Work Schedule:

Customer Service Representatives' typical 40-hour work week requires availability to work an 8-9 hour shift 5 days per week, Sunday through Saturday, scheduled between the hours of 7am - 8pm. Weekend availability is a must to allow us to deliver excellent service to our customers in a timely manner. Weekend shifts include two days off during the week.

Training requirements - this is a hybrid position that requires in-office training to be completed Monday through Friday, from 9am - 6pm. Upon satisfactory completion of training and being approved to work remotely:

The typical CSR Hybrid work schedule above will allow working up to two days per week remotely and 3 days per week in the office, based on performance.
A secure work environment, free from distractions, that includes access to high-speed internet is required to work remotely.

Pay Range: $15 to $17/hourly depending on experience.

For more information about BW Retail Solutions:

FOX 2 Detroit News Segment: https://www.youtube.com/watch?v=jupNmKcgPrk
Company website: www.bwretail.com

An individual will be expected to successfully perform the essential functions of this position with or without a reasonable accommodation.

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