Customer Service Representative Guitar Manufacturer

Hours: Full-time Monday - Friday, 8:30am -- 5:00pm

Compensation: Starting Wage $18.00, Wage Range $18.00 - $24.00/hour

Benefits: Medical, Dental, Vision, Life Insurance, Employee Assistant Program, Employee Discount Program, 401(k) with up to a 4% employer match, Paid Holidays, Vacation and Sick Leave

Job Description

This position will provide exceptional customer support by assisting with product inquiries, troubleshooting issues, processing orders, and ensuring customer satisfaction. The Customer Service Representative serves as the primary point of contact for musicians, retailers, and distributors, delivering knowledgeable guidance on guitar models, specifications, maintenance, and warranties.

Primary Job Duties/Responsibilities Include:

• Interact with customers in a personable, positive, and respectful manner.
• Identify the customers’ needs and questions and address each of them.
• Review orders and communicate with the customer to resolve issues or incompatibility of parts.
• Manage escalated customer situations efficiently and professionally, remaining calm and collected.
• Answer phones, speaking in clear and calm tones, and adhering to approved call scripts.
• Reply to internal and external emails using approved templates.
• Process orders, thoroughly completing all steps when executing additions, changes, deletions, returns, etc.
• Maintain a thorough knowledge of all wood types, internal and externals parts, constructions, and compatibilities.

Education and Experience:

• High school diploma or equivalent
• 2+ years Customer Service experience
• Experienced guitar player and/or bass player

Knowledge, Skills, and Abilities:

A general knowledge of:

• guitar manufacturers and models
• A thorough knowledge of:
• guitar set-up, assembly, repairs, replacements, modifications, etc.
• guitar/bass anatomy

Skills:

• Excellent verbal and written communication
• Excellent interpersonal, negotiation, conflict resolution, and problem-solving
• Excellent organization and attention to detail
• Professional email and phone etiquette
• Positive and constructive attitude toward customers and helping musicians of all skill levels
• Team oriented with a high level of integrity and professionalism

Able to:

• navigate and use basic Microsoft Office Suite programs (outlook, word, excel)
• type 40 wpm and 10-key by touch

Working Environment:

This position does not supervise other positions. It is full-time, onsite, Monday – Friday from 8:30 AM – 5:00 PM. This position works in a temperature-controlled office environment with three other Customer Service Department employees. This individual will work primarily independently but may interact with team members as needed throughout the day and occasionally with employees or delivery people who visit the office. This position will spend most of the day sitting at a desk, working at a computer, speaking on the phone, or with individuals in person, and must be able to move up to 20 pounds.

Who We Are

Warmoth Guitar Products, maker of the finest custom guitar and bass parts on the planet, is a family owned and operated business located in Puyallup on South Hill. Warmoth is the largest manufacturer of quality custom guitar and bass parts in the US for over 45 years. We love guitars and our customers love them too. Learn more about us at www.warmoth.com.

For consideration, please respond with:

• Resume
• Include 2-3 references with at least 2 from work-related experiences
• Describe any qualities that you possess that are listed in the Requirements section and how they would benefit our company

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person