Job Description

In this role, the Customer Service Representative is the first point of contact for our customers, providing exceptional support and assistance to ensure their needs are met. This role handle inquiries, resolve issues, and contributes to a positive customer experience. The ideal candidate will possess strong communication skills and a passion for helping others.

Responsibilities include but are not limited to:

• Respond promptly but no later than 24 hours, to customers’ inquiries via calls, emails and chat (approx. 75-100 per day) and continue to correspond with them until ticket is closed.
• Be a product expert and provide accurate information regarding products, customer orders and services.
• Assist customers with choosing quantity availability, material, colors, sizes and accessories for orders
• Assist customers with order placements, replacements, modifications, and cancellations and troubleshoots incorrect orders.
• Works directly with CSR manager to obtain customer discounts on incorrect or replacement orders, if necessary.
• Process customer credits in sales entry system for accounting team to refund timely
• Resolve customer complaints efficiently and effectively.
• Maintain detailed records of customer interactions and transactions.
• Assist customers with status updates by checking ERP system or providing shipping tracking numbers
• Collaborate with manufacturing team to process rush and large quantity orders
• Liaison between shipping manager and customer regarding ship dates, shipping address verifications, and BOLs.
• Works with estimating and purchasing department for custom order quotes and drop ship orders.
• Create production sheets for custom signage for the graphics department
• Requests tax exempt certificates from the customer, if applicable
• Perform data entry tasks accurately to ensure client information is up to date in the company ERP system.

Skills and Qualifications:

• Experience in a call center or customer support environment is preferred.
• Associate’s degree or higher preferred.
• Strong sales skills with the ability to upsell products when appropriate.
• Proficient typing skills for efficient data entry.
• Excellent verbal and written communication skills in English; proficiency in Spanish is a plus.
• Ability to utilize computer systems effectively for client services and data management.
• Strong problem-solving skills with a focus on customer satisfaction.
• Ability to work well under pressure while maintaining professionalism.

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