Customer Service Specialist (NON-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

Franklin Sports, Inc. is looking to hire a Customer Service Specialist that will perform a variety of customer service tasks related to responding to customer inquiries and issues. This is a great role to be part of an exciting and growing company. The Customer Service Specialist is part of a team and will assist sales representatives and customers, usually by phone or email, in areas relating to inquiries, orders, pricing, delivery and responding to customer complaints, questions and problems. Another important part is the administration and maintenance of customer databases as well as potential credit card processing.

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

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 database by setting up and entering new customer profiles, editing existing customer profiles, 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
Reviews and researches individual outstanding customer orders; advises sales representatives, Finance and supervisors of status; adjusts or cancels orders as advised
Review daily EDI transmissions and resolve any problems or errors
Process credit card charges of customers for invoice processes if needed
Performs other duties requiring the same skills, experience and responsibility, as assigned

Who You Are

Associate’s degree or equivalent experience desirable
Two to three years of experience in an administrative role required; prior experience in a customer service role highly desirable

What You Have Done/Essential To The Role

Ability to handle multiple priorities in a fast-paced environment
Advanced computer user skills (Outlook, Word, Excel)
Knowledge of CRM databases
Highly organized, strong detail orientation and follow-up skills
Excellent written and verbal communication skills with a friendly customer service approach
Ability to handle confidential data
Ability to work well under pressure and able to work cross functionally with all levels in the organization

Level Of Responsibility

Interact regularly and follow up with internal and external parties based on direction of management, presents information for decision making to manager, and requires the ability to independently follow up on pending items and to manage their own daily tasks and projects as assigned by management.

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

After 30 Days Waiting Period

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 $640 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.