Consumer Experience Representative - Team.Shop

At Wilson, we are here to empower every human to live like an athlete. Passion. Creativity. Integrity. Teamwork. Ambition. Innovation. These are the qualities that have made Wilson Sporting Goods Co. the number one sports equipment brand in the world. We come together to win, grow, and celebrate. We all play for Team Wilson. We all have a role to play within our organization and are working towards the same goal. One team, one dream.

We believe that being an athlete isn’t something you do, it’s who you are. It’s a universal code of conduct, a way of seeing the world and how you show up every day. We seek out diverse voices and welcome all perspectives. Our team is composed of individuals with unique backgrounds, points of view and experiences. These perspectives create a rich and diverse culture in which we learn from one another through empathy and inclusion.

Evolving the sports world and being the best partner for players, athletes, and our community is no small task. We are continually looking to add enthusiastic, ambitious, team-first individuals who desire to make a difference —and who love to help others win. Together, we will create a better world through sport. Join us.

The Consumer Experience Team delivers exceptional service to both internal and external partners using the Team.Shop platform, one of the fastest-growing areas of our business. As a Consumer Experience Representative, you play a key role in ensuring a seamless post-purchase experience for consumers, players, and coaches. Responsibilities include assisting with order placement, login troubleshooting, and acting as a consumer advocate for both pre- and post-sale needs. This role also supports our Salesand production teams as well as developers by providing insights and solutions that enhance the overall consumer journey. This is a hybrid position based in Sparta, TN.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this role effectively, an individual must be able to carry out each essential duty listed below and remain adaptable to the evolving needs of the business:

• Work with cross functional teams to find answers and develop solutions for our Wilson Team Shop consumers
• Correspond with excellent written communication to consumers through Salesforce
• Respond Outlook messages in a professional, accurate and timely manner
• Research concerns to provide the appropriate response
• Compile information needed for replacement orders
• Build product knowledge and answer product related questions in the Baseball/Softball category
• Process orders (including promo, remakes and returns) to ensure satisfaction of our consumers
• Check inventory to ensure product availability matches customer need dates

REQUIRED EDUCATION & EXPERIENCE

• High School Diploma
• 1–3 years of experience in customer service, including phone and electronic support
• Proficiency in Microsoft Office applications (Outlook, Word, Excel)
• Passion for sports or experience in a team-oriented environment preferred
• Familiarity with or willingness to learn the following systems:
  • FileMaker / OTS
  • SAP
  • Fluent / Magento
  • Microsoft Teams
  • Salesforce

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

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

• Excellent problem-solving skills
• Able to multi-task
• Excellent organizational skills
• Must be an exceptional communicator
• Ability to maintain composure in high-pressure situations
• Great attention to detail
• The ability to remain polite, professional and friendly to customers at all times
• Dependable Team player

What We'll Provide:

The pay range for this role is $19-$21 per hour at the time of this posting. 

We offer an innovative, inclusive, and people-first environment with competitive benefits and perks, including:

• Paid time off for part- and full-time employees
• Education reimbursement
• Medical, dental and vision
• 401(k) with company match
• Life insurance
• Paid parental leave
• Professional development opportunities
• Volunteering programs
• Discounts on Wilson and Amer Sports products

Wilson Sporting Goods Co. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.