Customer Care Agent

Join the Team at FDC Graphic Films, Inc.

FDC Graphic Films Inc. is a Master Distributor and Converter of films for the graphics industry. Products include wide-format digital media, digital over laminating films, digital banners, textile media, sign and heat transfer films. The company offers some of the best-known brands including FDC, 3M, Lumina, RTape, and ASLAN. The Company sells exclusively through distribution in the US and Canada. FDC is known as the industry leader in Service, Selection and Reliability.

Our growth and success stems from the standards of excellence we set and the employees who reflect them.

We are seeking individuals who work well within an energetic team and are advocates for company growth and customer satisfaction. Individuals who are change agents by acting with integrity, being kind, being resilient, being engaged and driving for success will make the best fit for our team.

Job Title: Customer Care Agent

Reports to: Customer Care Manager (CCM)

Location: South Bend, Indiana

Department: Customer Care Center (CCC)

Direct Reports: None

Employment Type: Full Time Regular

FLSA status: Non-Exempt/Hourly

Shifts available: 9:00 am - 5:30 pm EDT

Job Description:

• Build sustainable relationships and trust with customer accounts through open, responsive, and interactive communication.
• Respond to customer inquiries related to quotes, product availability, pricing, invoicing, and shipping information.
• Resolve customer issues, provide appropriate solutions and alternatives with a rapid response, and follow through to confirm resolution.
• Responsible for running daily credit card transactions.
• Generate and communicate evening bookings report each day for South Bend.
• Review and organize purchase order documents to prepare for invoicing next day.
• Responsible for printing and organizing all purchase order documents from Reno warehouse.
• File backorders daily.
• Actively support promotional campaigns via outbound call strategies.
• Communicate with other departments to ensure follow through of customer orders and requests such as part #’s, special orders, production exceptions, etc.
• Utilize Salesforce and Zendesk platforms to communicate with Territory Managers and Customer Care Agents regarding customer engagement activities.
• Promptly respond to customers utilizing Zendesk Email, Chat, and Phone call routings.
• Process a high volume of customer purchase orders manually and accurately into ERP system daily to meet FDC’s On-Time, Complete and Error-Free customer commitment.
• Engage in companywide Continuous Improvement initiatives and follow 5S standards.
• Provide solutions to customer requests for product samples, event materials and marketing literature.
• Communicate back-orders and discontinued notifications to customers as appropriate, while suggesting substitutions and alternatives when available.
• Collaborate with Territory Managers to meet and exceed customer expectations.

Core Competencies:

• Prioritizing, multitasking, strong initiative, and problem-solving skills
• Exhibits a high-level attention to detail and strong time management skills
• Ability to work well under pressure, within a team, and across departments in a fast-paced environment
• Ability to develop, maintain, and build relationships internally and externally
• Possesses data entry skills, demonstrating high speed and accuracy
• Must work with compassion, be open to change, and demonstrate flexibility
• Ability to grasp new concepts quickly and work independently with guidance as needed

Experience, Knowledge and Skills:

• Previous experience working with Distribution and/or knowledge of graphic arts or sign industry preferred
• Previous success in a customer care/service role
• Experience in upselling
• Ability to communicate and articulate information both in written form and verbally
• Strong organizational and time-management skills, including the ability to handle multiple tasks simultaneously and meet daily deadlines
• Ability to learn new systems and follow standard operating procedures
• Proficiency in Microsoft Office Suite, Outlook, Excel, Word, PowerPoint
• Strong understanding of utilizing the Internet and navigating websites

Physical Requirements of the Job:

• Ability to use hands and fingers to grasp, twist and work with the office equipment and other tools/equipment in safe and precise way for 7 hours per day
• Ability to lift to 25 lbs. occasionally using safe lifting practices
• Ability to visually read fine or small print, computer screens, and hand-held equipment frequently
• Ability to visually perceive color and distinguish between similar colors
• Cognitive and reasoning ability to review procedures, compare product specifications, and follow guidelines
• Ability to listen to customers/others, problem-solve, and respond accordingly throughout the day
• Ability to bend, reach, kneel, squat, twist, push, pull, walk, stoop, crouch, climb and carry items frequently
• Ability to respond and be flexible to changing work demands as needed
• Ability to read, write and speak core English

Qualifications and Requirements:

• Customer Service background required
• 2-4 years previous experience in an Inside Sales role or Telemarketing role is desirable
• High school diploma/GED required (Associate or BS degree in a business/sales/marketing-related field preferred)

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

EEO/ADA

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Sales or Customer Service: 2 years (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

Salary : $18 - $20