Franklin Sports
SR. CUSTOMER SERVICE SPECIALIST, B2B (EXEMPT)
Who we are: At Franklin Sports, Inc. we believe that sports make life better. Driven by our passion to get people moving, playing and competing, we bring sports to life for athletes of all ages. Whether our job is designing a product for a World Series MVP or a child enjoying their first swings of the bat, we are dedicated to make sports inspiring, fun and accessible for all. Every day, we collaborate to bring innovation and quality craftsmanship across the world of sport. We are super proud of our partnerships with Major League Baseball, Major League Soccer, the National Basketball Association, the National Football League, the National Hockey League, USA Pickleball, and Hasbro's Nerf brand which bring energy, strength, and joy to our products. We are family owned and family driven. To join Franklin Sports is to join the #FranklinFam.
What you will do:
We are looking to hire an experienced, proactive Sr. Customer Service Specialist who can provide outstanding service to major accounts, B2B customers .and the sales force. This is a fast paced environment and will need a consumer centric individual. This role is the voice of our brand-handling complex inquiries, building lasting relationships with key accounts, and driving service excellence across channels as well as working closely with our sales force. The individual in this role should have consumer goods experience, ideally in the sporting goods industry, and thrive in a dynamic environment. This is a role for someone that enjoys challenges and is ready to make a direct impact on customer satisfaction and loyalty.
The Sr. Customer Service Specialist will be the primary point of contact for key customers, and handle a variety of assigned, escalated or complex customer issues across email, phone, and digital platforms as well as order processing, shipment tracking, returns, and billing inquiries with accuracy and urgency. This is a great role for someone who wants to be part of an exciting and growing company. The individual needs to be proactive, will have worked with older and newer ERP systems (we are moving to Microsoft Dynamics 365).
The position is located at our Headquarters in Stoughton, MA with a hybrid office option and will report to the Customer Service Manager.
#FranklinFamily
IN MORE DETAIL, YOU WILL:
Interact independently with internal and external parties, has the knowledge to make independent decisions.
SUPERVISORY RESPONSIBILITIES:
This position does not supervise employees.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit/stand; use hands or fingers to handle or feel; reach with hands and arms; and talk and hear.
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate
If you are interested in joining the #FranklinFamily, please apply.
We also want to share with you our benefits at a glance:
Franklin Sports is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Who we are: At Franklin Sports, Inc. we believe that sports make life better. Driven by our passion to get people moving, playing and competing, we bring sports to life for athletes of all ages. Whether our job is designing a product for a World Series MVP or a child enjoying their first swings of the bat, we are dedicated to make sports inspiring, fun and accessible for all. Every day, we collaborate to bring innovation and quality craftsmanship across the world of sport. We are super proud of our partnerships with Major League Baseball, Major League Soccer, the National Basketball Association, the National Football League, the National Hockey League, USA Pickleball, and Hasbro's Nerf brand which bring energy, strength, and joy to our products. We are family owned and family driven. To join Franklin Sports is to join the #FranklinFam.
What you will do:
We are looking to hire an experienced, proactive Sr. Customer Service Specialist who can provide outstanding service to major accounts, B2B customers .and the sales force. This is a fast paced environment and will need a consumer centric individual. This role is the voice of our brand-handling complex inquiries, building lasting relationships with key accounts, and driving service excellence across channels as well as working closely with our sales force. The individual in this role should have consumer goods experience, ideally in the sporting goods industry, and thrive in a dynamic environment. This is a role for someone that enjoys challenges and is ready to make a direct impact on customer satisfaction and loyalty.
The Sr. Customer Service Specialist will be the primary point of contact for key customers, and handle a variety of assigned, escalated or complex customer issues across email, phone, and digital platforms as well as order processing, shipment tracking, returns, and billing inquiries with accuracy and urgency. This is a great role for someone who wants to be part of an exciting and growing company. The individual needs to be proactive, will have worked with older and newer ERP systems (we are moving to Microsoft Dynamics 365).
The position is located at our Headquarters in Stoughton, MA with a hybrid office option and will report to the Customer Service Manager.
#FranklinFamily
IN MORE DETAIL, YOU WILL:
- Act as the primary point of contact for escalated or complex customer issues across email, phone, and digital platforms.
- Manage order processing, shipment tracking, returns, and billing inquiries with accuracy and urgency.
- Support key accounts and high-volume clients with personalized service and account knowledge and work closely with our sales force.
- Collaborate cross-functionally with sales, supply chain, and fulfillment teams to resolve service challenges.
- Assist company direct and indirect sales representatives by receiving and initiating communications by phone and email and researching company databases to facilitate the processing of sales orders and to resolve customer questions on the status of sales orders and credits
- Administers customer databases by setting up and entering new customer profiles, editing existing customer contract and sku files, verifying and updating billing information and updating customer status
- Receives and reviews customer returns for compliance with company terms; approves returns or refers the return to others for determination; issues appropriate credits
- Monitors the status of company inventories by reviewing to proactively advise sales representatives, company warehouse specialists and customers on the availability of products and expected shipping times
- Troubleshoot and resolve order discrepancies, delivery issues, and customer concerns independently and effectively.
- Reviews and researches outstanding customer orders; advises Sales, Finance and supervisors of status; adjusts or cancels orders as advised
- Review daily EDI transmissions for major accounts and resolve any problems or errors
- Performs other projects as required
- Bachelor's degree, ideally in Communication
- 7+ years of experience in a consumer goods company
- Proven ability to manage multiple priorities, large order volumes, and complex customer requirements in a fast-paced setting.
- Excellent written and verbal communication skills.
- Ability to work well under pressure and able to work cross functionally with all levels in the organization
- Able to work independently, manage your own time and priorities, and proactively resolve issues.
- Advanced computer user skills (Outlook, Word, Excel, Teams).
- Experience in Microsoft Dynamics 365/or similar ERP platforms is preferred.
- Strong knowledge of EDI and experience with Infor and PowerBI is a plus with the ability to learn new systems.
- Highly organized, strong detail orientation and follow-up skills
Interact independently with internal and external parties, has the knowledge to make independent decisions.
SUPERVISORY RESPONSIBILITIES:
This position does not supervise employees.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit/stand; use hands or fingers to handle or feel; reach with hands and arms; and talk and hear.
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate
If you are interested in joining the #FranklinFamily, please apply.
We also want to share with you our benefits at a glance:
- Employee Discounts
- 401K with immediate participation and a 1% match, a retirement 401(K) match of 3% safe harbor match, plus a potential profit-sharing retirement contribution of 1% after a full calendar year of employment
- 20 days PTO program/10 Paid Holidays (prorated)
- Health, Dental, Vision Insurance
- Company Paid AD&D and Life Insurance (3 times Base Salary)
- Voluntary Life and AD&D Insurance
- Voluntary Accident Insurance, Critical Illness or Hospital Indemnity
- Company Paid Short- and Long-Term disability plans
- Flexible Spending with $660 Carry Over option and Dependent Care Account Plans
- Employee Life Assistance Plan and Identity Theft Protection Support
- Tuition Reimbursement after waiting period
Franklin Sports is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.