Customer Service Coordinator- A.D. Starr

Dick's Sporting Goods Inc Coraopolis , PA 15108

Posted 4 weeks ago


The Customer Service Coordinator will be responsible for ensuring a positive customer experience through all channels (phone, eCommerce, email, etc.). They will oversee the incoming phone tree system, manage incoming phone calls and emails and be heavily involved in the creation and execution of customer-facing processes. They will also oversee a seasonal customer service teammates to perform the same functions.

Manage Incoming Phone and Email Traffic

  • Oversee the phone tree functionality to make sure it is operating efficiently for the business. Recommend adjustments based on data, customer and teammate feedback

  • Evaluate phone tree data to make sure all calls are being answered within a reasonable amount of time

  • Serve as the primary contact for incoming customer inquiries. Complete routine requests and partner with teammates to resolve all issues and answer questions (i.e. vendor PO status, tracking number inquiries, returns, etc.)

Manage Customer Experience Related to new eCommerce Platform

  • Serve as the primary internal contact for customer inquiries regarding the new eCommerce platform. Assist the sales team in training our customer base on the new platform.

  • Communicate with customers regarding any issues related to eCommerce orders to ensure completion and fulfillment of the orders

Business Processes

  • Partner with all internal departments to establish and maintain internal customer-facing processes and procedures

  • Compile customer feedback in an actionable manner to help guide future business processes and opportunities


  • Bachelor's Degree

  • 3-5 years of experience, with 2-3 years in customer service, help desk, or related experience (retail oriented)

  • Working knowledge of web site navigation standards

  • Excellent written and verbal communication skills

  • Creative aptitude and vision to recognize, understand and respond to the needs of retail store and e-commerce customers

  • Excited and Passionate about Customer Service

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
National Sales Manager AD Starr

Dick's Sporting Goods Inc

Posted 4 weeks ago

VIEW JOBS 4/10/2021 12:00:00 AM 2021-07-09T00:00 Description The National Sales Manager - A.D. Starr is a proven sales professional who can inspire, lead and motivate a talented team of Account Managers. In this role, the Manager of Team Account Sales is responsible for envisioning, planning and implementing strategies that will maintain and extend the sales reach of AD STARR. Through a balance of entrepreneurial spirit and operational excellence, the National Sales Manager - A.D. Starr will maximizing potential sales growth and profit margin through strategic planning, the creation of effective sales systems and techniques, and the continued development of an effective sales team. It is the responsibility of the National Sales Manager - A.D. Starr to create a vision and provide support, accountability and guidance leading to its execution. The ideal candidate for the role is influential leader who has made meaningful contributions to sales strategies as an advisor and coach, particularly as it relates to growth and expansion. Drive Sales Strategy and Business Development * Lead the sales team by example to ensure an excellent client experience across all client interactions and work with appropriate internal areas to develop creative strategies to attract and retain clients. * Create and maintain a sales and marketing campaign calendar to maximize revenue and keep all involved teammates on track toward timely execution. Champion all campaign activations by motivating, challenging and supporting the sales staff. * Develop action plans and marketing activations to enhance the A.D. STARR eCommerce experience, including transitioning customers to using the website as their primary method of placing orders if/when a new platform is implemented * Proactively analyze pricing trends among the sales team. Assess and react as needed to ensure all KPIs are met or exceeded. Develop action plans to drive sales in regions based on performance. * Assist Sales Managers with researching and identifying potential new customers/markets * Drive the utilization of CRM to track activity, keep commitments and maintain customer contact Build Operational Excellence * Develop, maintain and enhance sales and customer service processes to maximize revenue while ensuring customer satisfaction * Identify and implement tools and/or technology to enhance sales team efficiency and effectiveness. Partner with internal teammates in Technology and externally with appropriate vendors to determine technical specifications. Manage RFP process and selection as needed. * Develop and establish service agreements for all incoming communication and ecommerce orders to the sales team to establish timely service. Establish, implement and manage reporting to allow for tracking and monitoring to service agreements. Hold teammates accountable to targets. * Create and maintain governance procedures to ensure data accuracy in Salesforce. Develop mechanisms to track and record all sales activities to ensure accurate reporting. * Identify analytical tools and reporting needed to support sales results and productivity. Create a culture that embraces the utilization of reporting to make data-driven short-term and long-term decisions. * Provide leadership with weekly reports on seller productivity and campaign performance. Conduct root cause analysis of sales plan misses to hold team accountable. * Regularly analyze, assess and implement change to the sales processes to reduce pain points, drive ease in execution and drive productivity. Create consistent departmental best practices and drive adoption. Foster Partnerships * Drive your team to successfully achieve and exceed business KPIs (sales targets, campaign goals, etc.) through proven leadership, strong business acumen, problem-solving and consultative selling skills. * Create, develop and enhance relationships with internal partners and all National Governing Bodies to maximize sales results * Liaise with internal teammates to create supplemental marketing campaigns through all channels (email, digital, direct, etc.) * Partner with merchandising to identify and implement promotional sales opportunities through external vendors * Assist in the sales and service of key accounts as needed Develop Talent and Teammate Engagement * Hold the team accountable for process adherence, activity tracking in Salesforce, implementation of sales best practices and data accuracy * Identify and train the team on sales best practices to maximize all revenue opportunities * Provide direct reports with timely and regular feedback to support teammate development/ growth in role. * Establish strategic staffing and succession plans (0-2 year horizon) within span of control and gain leadership support; successfully deliver on proposed staffing objectives. * Drive the talent selection process for open direct reporting positions; Ensure all direct reports are appropriately trained and on-boarded. * Demonstrate a high level of passion and commitment to enhancing the overall teammate experience by displaying integrity, inclusion and empowering direct reports to be their best. Qualifications * Bachelor's Degree in relevant field or equivalent experience * 7-10 years of experience, with 5+ years experience leading and mentoring a sales team. Experience in sports marketing, retail sales or youth sports/coaching preferred. * Extensive Salesforce experience required * Experience using a CRM platform required * Demonstrated proficiency in Excel required * Experience using a business intelligence platform, preferred * Proven ability to drive for results in a fast-paced sales environment. * Ability to analyze data and draw relevant conclusions in a dynamic and complex business environment * Proven champion of change with the ability to foster commitment and buy-in for change across various levels of the organization * Demonstrated ability to foster an entrepreneurial spirit across team * Strong focus on teammate development that aligns and supports the company culture and talent philosophy. * Excellent communication skills and demonstrated ability to build relationships Dick's Sporting Goods Inc Coraopolis PA

Customer Service Coordinator- A.D. Starr

Dick's Sporting Goods Inc