CUSTOMER SERVICE REPRESENTATIVE

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. The Customer Service Representative manages workflow within the team structure, taking direction from the Customer Support Manager.

Essential Job Functions:

  • Primary responsibility is to provide administrative support tasks such as processing sales orders, purchasing, creating new quotes, and any other tasks for managing the maintenance of the Container Decorating Program as they arise.

  • Documents all communications and activities into Salesforce each day.

  • Coordinates and communicates with all involved departments as orders move through the process.

  • Works closely with vendors to insure products are not delayed.

  • Recognize upsell opportunities with current customer base.

  • Create quotes based on client needs.

  • Manage accounts as inquiries flow in.

  • Act as back up to other Customer Service Representatives as needed.

  • Works with Manager to organize and prioritize the workflow to meet customer goals and timelines.

  • Communicates effectively to provide exceptional customer service to internal and external customers.

  • Process payments – both deposits and balances.

 

Skills and Abilities:

  • 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

  • Strong Microsoft Office – Word, Excel and PowerPoint

  • Strong CRM experience – preferably Salesforce

 

Education/Experience:

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

  • 1-3 years sales/customer service experience