Customer Support Rep

GENERAL JOB DESCRIPTION

The Customer Service Representative works directly with the purchasing, production, art, and warehouse teams on a daily basis to manage the customer base for the program. They are responsible for maintaining a consultative relationship with customers and providing administrative support internally. They will manage workflow within the team structure, taking direction from the Customer Service Manager.

PRIMARY DUTIES AND RESPONSIBILITIES

• Primary responsibility is to provide administrative support tasks such as processing sales orders, art orders, and returns, creating new quotes based on client needs, and any other tasks for managing the maintenance of the Container Decorating Program as they arise.
• Coordinate and communicate with all involved departments as orders move through the process.
• Manage accounts as inquiries come in.
• Act as back up to other Customer Service Representatives as needed.
• Work with Customer Service Manager to organize and prioritize the workflow to meet customer goals and timelines.
• Communicate effectively to provide exceptional customer service to internal and external customers.
• Process payments – both deposits and balances.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

• Strong CRM experience
• Strong Microsoft Office – Word, Excel, and PowerPoint.
• Exceptional written communication skills.
• Strong interpersonal skills
• Demonstrated ability to communicate effectively with internal and external customers.
• Strong organizational skills, detail oriented, exceptional time management skills
• Ability to work in a fast-paced deadline driven environment.
• Ability to multi-task and prioritize based on business needs.
• Swift and thoughtful problem solving
• Demonstrated record of success in delivering customer solutions based on identified needs.
• Ability to work effectively as part of a team

Education:

Associate degree (NOTE: A comparable combination of education/experience and/or training will be considered equivalent to the education listed.)

Experience:

• 1-3 years sales/customer service experience
• Advanced knowledge of Excel, preferred.