Customer Service Representative

Job Summary:

The Customer Service Representative (CSR) is responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.

As the Customer Service Representative, you serve as the primary internal representative of our organization, you must convey to the customer a sense of expertise in all our services and capabilities, and you serve as an external key educator to our community and customers. The CSR is also responsible for communicating customer requirement to supplier partners in accordance with company policies and procedures.

You are a member of the Sales and Marketing Team, and together you are accountable for meeting the monthly, quarterly, and annual revenue and sales goals of the company. The sales and strategic marketing activities of your team will be designed to achieve these revenue goals. These in turn are essential in meeting all company goals:

-Guarantee satisfaction and value for our customers.

-Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth.

-Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.

You and your team are responsible for supporting the company's vision and mission. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company's prosperity. This position requires tact, sensitivity, and professionalism.

Responsibilities and Duties:

General and Administrative

Communicate effectively with the Owner, EVP and the Sales Team informing and updating them regularly to guarantee that sales and customer objectives are met.

-Comply with all work rules and regulations.

-Compile and maintain all required paperwork, records, documents, etc.

-Participate as a key team player by supporting operations as needed.

-Maintain departmental housekeeping standards.

Customer Service

-Acknowledge and appropriately greet and assist every customer in a timely manner.

-Process customer orders in a courteous, efficient, and timely manner.

-Organize workflow to meet customer deadlines.

-Effectively present and discuss the products and services of the company, soliciting only those desired products/services provided by the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs.

-Understand the customer objectives and have the knowledge to ask the correct questions to assist the customer in avoiding unknown hazards.

-Must have a strong background in using an order management system. Must be capable of using the system to communicate the customer’s job requirements clearly and accurately. Must have the ability to create accurate and complete job tickets for apparel, hardgoods, fulfillment and shipping.

-Must have the ability to create presentations and review them with management. Then present to our clients and follow up as needed.

-Manage telephone calls professionally, efficiently, and with good communication skills.

-Effectively organize and coordinate with fulfillment on projects.

-Attend to customer questions, complaints, and concerns immediately by consulting with management to determine a satisfactory resolution.

-Review job costs and provide invoicing outline to the accounting department in an accurate and timely manner.

-Review estimates and invoices for accuracy.

-Must have the ability to provide customers with effective alternatives and solutions to gain an advantage over the competition.

Sales and Marketing

-Support the efforts of the Outside Sales Representative(s) by conducting on-site and community-based presentations, seminars, and education that promotes the image of our company as a leader in the promotional industry.

-Support Customer Sales through service, education, and effective problem-solving. Involve appropriate team members as needed.

-Support strategic sales plan and marketing strategies outlined by the sales team, and facilitate joint marketing calls where applicable.

Qualifications:

-Experience in sales or customer service and/or experience in promotional products and/or branding industries preferred.

-Excellent command of the English language in both written and oral forms.

-Good math skills.

-Excellent interpersonal skills.

-Ability to identify and meet customers’ needs and requirements.

-Strong attention to detail, possessing a sales aptitude and being interested in preventing errors and solving problems.

-Good sense of design and color.

-Strong computer skills and current on new technology.

-Must be hardworking, a self-starter, and a problem solver.

-Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.

-Exceptional phone and customer service skills.

-Positive and upbeat attitude.

-Ability to move freely throughout the building to gather information, materials, and authorizations.

Working Conditions:

-Standing and/or sitting for prolonged periods of time.

-Appearance at all times must represent the company's image.

-Occasional lifting of up to 50 lbs.

-The work area may have fluorescent lighting and air conditioning.

-Moderate noise level.

-Fast-paced environment: subject to numerous schedule and priority changes and short notice activity.

-Specific vision abilities required by this job include close vision and color vision.