Customer Service Representative/Specialist

Job Summary:
The Customer Service Specialist will act as a primary point of contact for both internal and external customers, ensuring exceptional service and satisfaction. This role is responsible for managing customized and kitted order requests from start to finish, as well as overseeing non-custom order and quotation inquiries. The specialist will provide accurate product quotations, manage artwork coordination, and handle kitting requirements. Utilizing various communication channels, including phone, web, live chat, email, and fax, this role will efficiently process orders, address customer inquiries, and work closely with other departments to ensure customer needs and expectations are met. The ideal candidate will be detail-oriented, possess strong communication skills, and demonstrate a customer-first attitude.

Essential Duties and Responsibilities:

• Order Management: Manage custom orders, as well as non-custom orders from initiation through to delivery. This includes coordinating with the appropriate internal departments and vendors to ensure that all orders are accurate and delivered on time. Ensure order processing is streamlined across multiple channels (phone, fax, mail, and in-person).
• Customer Interaction: Actively engage with customers to assist in product selection, answer questions about customization options, provide pricing quotes, and address inquiries regarding order status, special pricing, and returned merchandise. Respond to customer orders via multiple communication methods.
• Order Coordination: Enter customer orders into the system, track their progress, and ensure any changes or updates are processed efficiently. Follow up with customers on order status and delivery timelines.
• Customer Satisfaction: Follow up with customers to gather feedback and ensure satisfaction with the service and product. Address any concerns promptly and professionally.
• System Knowledge: Maintain a high level of proficiency in order entry, quoting programs, and artwork programs ensuring accurate entry and updates of customer, product, and order information. Regularly review and reference product literature and ensure that the information provided to customers is up to date.
• Customization Expertise is a Plus!! Maintain a high level of knowledge in customization techniques, including Pad Printing, Screen Printing, Embroidery, and Decals. Understand the requirements of various artwork file formats (vector, PNG, EPS, AI, JPEG, etc.) and their compatibility with customization equipment to ensure quality proofs are created correctly.
• Maintain a thorough understanding of production processes and workflows and offer backup support as needed to ensure smooth operations and the successful achievement of production lead time and service goals.
• Continuous Learning: Actively pursue self-education opportunities through training sessions, reading materials, and vendor catalog reviews to stay current on product offerings and industry trends.
• Other Duties: Perform any additional responsibilities as assigned by the Manager or Team Leader, contributing to the overall success and growth of the department and organization.

Required Skills and Qualifications:

• Strong communication skills, both verbal and written.
• Ability to handle multiple customer interactions and inquiries simultaneously.
• Proficiency in using computer-based order management systems.
• Strong attention to detail and problem-solving abilities.
• A customer-oriented mindset with a commitment to providing high-quality service.
• User knowledge of the Microsoft suite; including excel.

Work Environment:

• Fast-paced office environment with a focus on customer service excellence.
• Ability to work independently and in a team setting.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

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

Shift:

• Day shift

Work Location: In person

Salary : $20