Customer Service Representative

Department: Customer Service
Location: Largo, FL
Reports To: Customer Service Supervisor
Pay Grade: Non-exempt (hourly)

Position Summary:
This position is responsible for providing the highest levels of customer service through expeditious, accurate facilitation of customer inquiries, quotations, order processing, high inbound call volume and support to the Company’s distributors including outside Sales Reps.

Essential Duties and Responsibilities:

• The effective facilitation of problem resolution associated with incoming/existing orders in order to expedite order processing
•  Must consistently meet department production guidelines related to this process.
• The effective, expeditious and accurate communication with customers, through telephonic and/or written means of communication, to quickly and effectively make them aware of any errors, omissions, questions involving their order and to offer customers appropriate options for resolution including but not limited to information on products, accessories, services, pricing, special promotions, delivery time ranges, shipping quotes and options to fulfill their promotional products needs, coordination of product/paper proofs, etc.
• Includes entering clear, concise notes in customer database records, professional communication with customers via e-mail, faxing forms and documents associated with the business and the industry.
• Researches customer complaints to resolve issues, referring only major problems to appropriate manager. Knows when to request management assistance.
• Creates adjustment paperwork for returns or credits in a timely manner.
• Makes changes as necessary and notifies appropriate production or shipping personnel to ensure proper production and shipping.
• Willingness/ability to work alternate work schedules/days with appropriate notice to ensure department/Company goals are met.

Education and Skills Required:

• Ability to effectively utilize best standards and practices in performing responsibilities of position.
• Ability to effectively utilize computer systems/programs including strong working knowledge of MS Word, Excel and Outlook with the ability to learn new software quickly.
• Ability to utilize good writing skills to create standard business communications (memoranda, letters, emails, etc.) to facilitate effective communication with internal and external customers.
• Ability to deal effectively with frequently changing conditions/priorities.
•  Works well independently, takes direction and carries out tasks accordingly.
• Ability to effectively utilize excellent verbal communication skills on the phone and in person in a clear, concise, courteous and friendly manner; fluency in English required; bi-lingual English/Spanish skills a plus
• Able to identify and ask appropriate questions to understand and solve problems, within established guidelines.
• Ability and willingness to adhere to Company’s policies.
• Excellent Customer Service skills/orientation with ability to convey positive “Can Do” attitude to management, associates, vendors, and others with whom position interacts
• Reliable, self-motivated team player with ability to work independently or in a group with minimal supervision
• Spelling, punctuation, grammar and mathematic skills.
• Comfortable with learning new computer systems and processes.
• Previous experience in the Promotional Product Industry, data entry and pricing codes preferred.
• High energy level.
• Enthusiastic with a positive attitude.
• Manages stress well.
• Sense of Urgency.
• Accepts change easily and is flexible
• HS Diploma.
• Professional appearance
• Good phone skills
• Must type minimum 55 WPM  

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