Customer Service

Customer Service Representative (CSR)

JOB DESCRIPTION:

Our client is looking for an energetic, personable and highly organized individual who has strong independent working skills to be a customer service representative for several of its product-based divisions encompassing North American B2B markets. In this role, personality and ability to work in a team environment is essential.  They strive to deliver exceptional experiences to customers in a fast, friendly, hassle-free way.  Their CSRs view situations through the lens of our customer, treating them the way they want to be treated and are encouraged to use empathy and personalization in their everyday interactions. A successful candidate will be authentic, empathetic, hospitable, competent, committed, fun and friendly.

RESPONSIBILITIES:

• Answer incoming calls and emails from distributors/customers:
• • Respond promptly and accurately to customer requests via email and phone

• Listen to and help identify customer needs or friction points and make recommendations
• • Process orders, forms, applications and requests, including quotations
  • Provide timely and accurate information to incoming customer requests
• Log detailed and accurate records on calls received
• Handle multiple priorities simultaneously
• Manage all inquiries and issues through the entire order/fulfillment process
• Perform customer verification of pricing and stock availability

• Manage customer accounts and maintain records of distributor/customer interactions and transactions
• Perform duties related to inside sales/marketing: identify opportunities to up sell, cross sell and introduce new programs
• Communicate with internal departments (i.e. Graphics, Production) to resolve issues and follow-up with customers as needed

• Direct requests and unresolved issues to the designated resources

• Pursue personal development of skills and knowledge necessary for the effective performance of the role.

QUALIFICATIONS:

• Minimum two years’ experience in a customer service role
• Proficiency in Microsoft Office Suite (including Outlook, Excel and Word)
• Aptitude for basic math
• Ability to quickly learn internal software systems
• Excellent communication skills, both verbal and written
• Ability to effectively multi-task in an independent work environment
• High levels of integrity, autonomy, and self-motivation
• Attention to detail and strong organizational skills
• Experience with Photoshop and Illustrator would be considered an asset
• Design experience would be considered an asset

What we offer:

• Competitive wages
• Opportunity for growth and advancement
• Training

ABOUT Our Client

Established in 1979, they steadily gained distinction as the most comprehensive manufacturer and decorator of corporate banners, corporate gifts, and employee recognition and service anniversary programs in North America.  Customers include college and university bookstores, all branches of government, public and private companies, and their employees.  Award and gift products are designed to provide an air of exclusivity as well as the capability of telling a story of pride and accomplishment for each of our customer’s employees.  They have a customer centric approach in all that they do, focusing on satisfying current customers and looking for the opportunity to serve new customers. They believe that exceptional customer experiences start from the inside out with exceptional internal service cooperation. They live by these values at every touch point in their organization.