Customer Service Representive
- Act as a dedicated (but not exclusive) CSR for every account or assigned Sales Representative.
- Anticipate internal and external customers' needs whenever possible and respond quickly and accurately.
- Document and maintain SOP's as needed for accounts including processes between customer and operation center.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
- Receive complaints (Dissats) via phone from the sales representatives and/or customers and document details in operating system.
- Monitor inventory levels and issue purchase orders as necessary to ensure product availability for customers.
- Demonstrate flexibility in dealing with the personal and stylistic differences of internal and external customers.
- Represent the company and its products in a courteous and professional manner.
- Partner with sales representatives to build sustainable relationships of trust through open and interactive communication.
- Provide back-up territory coverage (via phone) in the Sales Representatives' absence.
- Calculate price, discount, sales representative's commissions, and shipping charges as required.
- Assist in editing and order entry overflow during peak periods. You Must Have:
- The minimum education required for this position is a high school degree or GED (general education degree) and 2+ years of previous customer service or customer support experience.
- Effective written communication skills and the ability to create short correspondence and memos for a variety of audiences.
- Effective verbal communication skills and the ability to effectively present information one-on-one and in small group situations to customers, clients and other employees of the organization in person or via phone.
- Effective time management skills and the ability to manage multiple tasks and prioritize tasks.
- Ability to perform basic mathematical calculations.
- Proficient computer skills to include Microsoft PowerPoint, Excel, Word, and Outlook
- Excellent problem solving, follow-up, and organizational skills.
- In-depth knowledge of company product and services; Direct Mail and Digital print knowledge helpful
- Knowledge of commonly-used concepts, practices, and procedures within the field of customer service such as estimating, order processing, order editing, outside vendor (mill) relations.
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