Job Description

JOB TITLE:        CUSTOMER SERVICE REPRESENTATIVE       

DEPARTMENT:   CUSTOMER SERVICE 

REPORTS TO:     MANAGER, CONSUMER AFFAIRS 

FLSA STATUS:  NON-EXEMPT

LOCATION:        REMOTE OR LAVERGNE, TN

ABOUT THE COMPANY: SVP Worldwide, doing business through SVP-Singer Holdings, Inc. and its affiliates, is the world’s largest consumer sewing machine company, accounting for approximately one out of every three sewing machines sold annually across the globe. The company and its three iconic brands - SINGER®, HUSQVARNA® VIKING® and PFAFF® - each have delighted consumers for over 450 years. These premium brands and products are regarded as the choice for serious sewists and novice crafters.

The company’s corporate headquarters is located in Nashville, TN and supported by regional headquarters/sales offices located in Milan (Italy), Mexico City (Mexico), and Sydney (Australia) that, combined, reach consumers in more than 180 countries. SVP has manufacturing facilities across Asia and Latin America, multiple R&D centers, a software development center in Europe and a global supply chain with distribution centers in all regions. 

SVP Worldwide has a history of innovation and has established a leading offering in the Internet-of-Things (IoT) segment by introducing mySewnet®, the industry’s first cloud-based operating system, and the Premier+ suite of software. Its product portfolio covers entry-level sewing machines all the way up to advanced, internet-connected, leading edge household sewing machines that retail for $19,999 and all segments in-between. In addition to sewing machines, the product portfolio includes sewing accessories, notions, garment care products as well as software. 

The products are sold across a network of sewing machine dealers, mass retailers (e.g., Costco, Walmart, Lidl, MediaMarkt, Carrefour), specialty retailers (e.g., Joann, Michaels), online retailers (e.g., Amazon, Tmall), distributors, and through the company’s ~180 internally operated retail stores.   

THE INDUSTRY

The sewing machine industry is a global industry that is experiencing renewed growth. In developed markets, growth rates are projected to outpace GDP growth, according to Global Industry Analysts, Inc., the leading industry data source. Growth in these markets is driven by the millennial generation that is increasingly attracted to personalization, crafts and self-expression. In developing markets, the industry is expected to grow at 6.7% annually, fueled by the emerging middle class and the “need to sew” segment that uses sewing machines to support the household.  

_THE FUTURE   _

In 2018, SVP Worldwide was acquired by Ares Capital Corporation (www.aresmgmt.com), a leading publicly traded business development company. Under Ares ownership, SVP Worldwide has made substantial investments to strengthen the company’s growth for the future. Leveraging its brands, innovative products, motivated employees, global footprint, and the financial strength of the new owner, SVP Worldwide is looking to compete more aggressively in the marketplace, accelerate growth, and attract talented team members.

ABOUT THE POSITION: Pursuant to established company guidelines, the Customer Service Representative is responsible for interacting with customers to provide information in response to inquiries regarding products and services and to handle and resolve customer issues.  

POSITION SUMMARY: The Customer Service Rep will be a direct reflection of SVP and the brands made up within SVP. The role interacts directly with end consumers and will be responsible for providing high level customer service. 

Key responsibilities are:

Customer Service  

• Professionally handles phone calls and email requests from customers, and ensures issues are resolved promptly and effectively.  
• Thoroughly and efficiently gathers customer information, determines the customer’s needs, and educates the customer, where applicable, to prevent the need for future contacts.  
• Documents all interactions through contact management system.  
• Handles issues in the best interest of both customer and the company, adhering to SVP policies and procedures.  
• Utilizing SVP CMS, CRM, Telephony, ERP and SAP systems, as well as company telephony systems to manage inquiries ensuring  they are responded to timely ( associated with metrics and kpi’s ), accurately and clearly.
• Ability to de-escalate and handle difficult customers through empathy, clear communication, customer service skills and facts.
• Ability to have excellent time management, self motivation and extreme ownership, ensure that inquiries are of the utmost quality and provide an excellent customer experience
• Ability to listen to understand, not just to reply.  Gather all facts and respond completely.
• Excellent computer skills, understanding of email, webchat, queue ticketing with the ability to utilize Google Sheets effectively and accurately..
• Ability to be part of a team environment, effectively communicate positively, professionally, and respectfully
• Ability to communicate trends impacting tickets, inquiries, or systems usage.
• Ability to multi-task and manage multiple assignments simultaneously

_Administrative Duties _

• Keep current on all new products 
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

QUALIFICATIONS/REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Experience-

• Two years experience in all cycles of customer service: customer support, data entry, & eCommerce

Skills/personal qualifications-

• Sewing experience preferred 
• Must have strong verbal and written communication skills. 
• Listening and Mediation skills required 
• Phone & Email etiquette required 
• Ability to work under what may be stressful situations with consumers to develop satisfactory resolution
• Must be able to multitask and be proficient in time management
• Proficient with MS office and Google Suites 
• Familiar with general office equipment
• Excellent typing speed and computer navigation skills

Education and Certifications-

• High School Diploma or equivalent

PHYSICAL REQUIREMENTS: 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.  

This role is considered sedentary, involving sitting most of the time. The employee may spend long periods sitting (5 – 7 hours) and occasionally required to stand and walk.  

Frequent use of hands to handle objects or controls. Repetitive motion is a part of this position. Employee may be required to bend or stoop as a requirement of the filing duties of this position. Exertion of up to 10 pounds of force occasionally and/or a negligible amount frequently to lift, carry, push, pull or otherwise move objects is expected. Specific vision abilities required by this job include the ability to adjust focus and have close visual acuity to perform activities such as analyzing data and reading manuals required. Should have good voice quality over the telephone.  

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Works in a typical office environment, with distractions. Must be willing to work overtime occasionally.   

PHYSICAL REQUIREMENTS: 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.

• Must be able to communicate effectively with employees through multiple forms of technology with telephone and computer. Must be able to receive and convey information. 
• The person in this position needs to occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc. as well as have the ability to remain in a stationary position 50% of the time.