Front Desk Coordinator at Callaway Golf in Location not listed

Function as an ambassador of Topgolf Callaway Brands and create a positive experience for all customers, guests, vendors, callers, and employees. The role focuses on creating a positive first impression of the organization, whether by phone, in person, or via email. The position may vary, including North American Distribution Center lobby-area host, main-line incoming phone call management, and consumer email. 

 and various administrative project assignments.  

The role will be assigned various responsibilities and projects that serve the business's needs. These may include primary or secondary lobby-area responsibility, overseeing the employee loaner-club office, RA Collections, consumer email support, and sales support, including order entry, staff reporting, UPS claims, and business-to-business (B2B) registrations. Various employees with experienced responsibilities may also be assigned this dynamic role.  

ROLES AND RESPONSIBILITIES  

Lobby Responsibilities:    

• Assist, direct, and provide information and superior customer service to guests, clients, and colleagues in the lobby daily.  

• Greet and sign-in visitors to the North American Distribution Center while creating a welcoming environment when servicing the lobby area.  

• Maintain security by following procedures and issuing appropriate badges to all visitors.  

• Assist walk-in consumers who visit the Topgolf Callaway Brands lobby with product questions and any warranty or non-warranty issues following procedural guidelines.  

• Provide support for dedicated events with preauthorization and badging and broad support as needed.  

• Maintain the cleanliness of the lobby and surrounding areas. Communicate to facilities when additional cleaning is needed.  

Phone Coverage:  

• Provide excellent customer service to all callers by directing incoming calls to the toll-free sales and standard corporate phone lines.  

• Coordinate continuous phone coverage throughout breaks, lunches, and special projects.  

• Keep management promptly informed of any technical problems with the phone system or customer complaints.  

Consumer Email:  

• Review and respond to all incoming correspondence to Callaway U.S. and International Customer Service as assigned within two business days.  

• Manage an average of 150-200 incoming account/consumer emails daily, exceeding customers' expectations on each interaction. 

• Respond to questions on AMAZON.COM for Callaway, Odyssey & Ogio products.  

• Oversee Customer Service Survey execution and review responses.  

• As the situation warrants, use discretion to process no-charge orders in SAP for promotional items such as headwear and golf balls.  

• Provide the legal department with information regarding unauthorized online retailers and potentially counterfeit products.  

• Explain the Features & Benefits of Callaway's past and current product lines in writing. 

• Make decisions regarding warranty/non-warranty issues and process RAs in SAP. 

Other Core Responsibilities, Services & Projects:   

• Assist with additional administrative projects as assigned, which can vary greatly.  

• Provide backup support for Loaner Club Office, NADC Lobby Reception, RA Collections, consumer email, and sales projects as needed.  

• Able to provide coverage for employee loaner club office as needed and service requests accurately.  

• Meet with the supervisor monthly to discuss call trends and special project responsibilities.  

• Various employee experience projects as assigned.  

 TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)  

• Enthusiasm for the company and ability to represent positively.  

• Excellent Customer Service and relationship-building skills.  

• Professional in presentation and communication.  

• Able to problem-solve and multi-task effectively.  

• Able to effectively communicate in both written and oral form.  

• Able to manage demanding customers, both in person and via phone.  

• Able to utilize phone systems effectively and efficiently.  

• Demonstrated ability to work in an organized and efficient manner while multi-tasking.  

• Able to use good judgment and make decisions.  

• Able to do data entry and basic administrative tasks.  

• Able to be accurate and meticulous.  

• Basic knowledge of Callaway, Topgolf, Odyssey, OGIO, TravisMathew, and Jack Wolfskin products.  

• Basic knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.  

• Knowledge of SAP-sales inquiry, order entry, and returns processing. 

• Knowledge of Order Tool.  

• Dependable and exudes a cheerful outlook.  

• Spanish speaking preferred.  

 EDUCATION AND EXPERIENCE  

• College degree or related equivalent experience.  

• Minimum of 2 years of service-oriented experience and training in a professional work setting.  

• Experience in the lobby, reception area, or call center is helpful.