Customer Service & Operations Support Job Opening

The CSR/Operations Support associate provides great customer service that earns loyal relationships and profitable business. As a partner with our sales team, they offer exceptional sales support with their knowledge and friendly personal attention. Together with their Account Executive, they make a competitive team that is customer driven to generate repeat orders and new revenue streams.

The associate works within our Facilis Order Flow System to manage orders efficiently and successfully. They develop supplier relationships, which provide extra support when needed. The CSR associate takes personal accountability for expediting shipments that meet or exceed
our customer’s expectation.

The associate must interface well with our Account Executive and suppliers to create profitable solutions and good feelings to improve the client experience. They must be proactive by solving problems and not just pointing them out. They lead by example by taking pride and ownership in their work. Their actions and decisions encourage those who work with them to be dedicated mission and values.

General Duties and Responsibilities:

• Friendly Customer Care and Great Sales Support
• Take charge of customer problems, vendor errors and shipping discrepancies by responding the same day with profitable solutions.
• Communicate and escalate order issues before problems occur.
• Develop and cultivate positive salesperson partnerships with proactive support and personal attention to show you care and reinforce you’re a team
• Perform other duties as assigned by the President/Manager from time to time.
• Process Submitted Orders Using Our Facilis Order Flow System Within 24hrs
• Review Submitted Orders for properly formatted artwork, completeness, accuracy, delivery time line and acceptable margin. Any job that is found to be noncompliant should be returned to pending and Account Executive notified immediately by Job Tracker e-mail detailing the issue that must be resolved so job may be processed.
• Create and Send Purchase Order (s) and Artwork to Vendor (s) (Alert Accounting and Sales Representative Immediately if unable to process an order due to Past Due Balance or Credit Limit Exceeded by Job Tracker e-mail)
• Generate backorders as needed
• Edit Follow-up Date and Job Tracker with detailed notes as needed so anyone viewing the Job Tracker is well informed and understands current state of job.
• Track Orders To Ensure On Time Shipping using the Job Tracker
• Contact Vendor to confirm receipt of order/art/pricing and obtain ESD, tracking # or proof status and document in order tracker and manage Follow-Up Date
• E-mail Order Acknowledgement to Customer once ship date and order details (pricing, ship to address, item, quantity, color) confirmed
• Document tracking # including carrier and e-mail Shipping Confirmation to Customer immediately upon receipt
• Properly schedule Follow-up Dates for special action orders (Critical or Critical Rush) to ensure on-time shipment and expedite or escalate as applicable.
• Process vendor acknowledgments/proof approvals on the same day received.
• Follow up with vendors for invoices within 48 hrs after an order has shipped so customer is billed in a timely manner and accounting can take advantage of rebates by paying our vendors within outlined terms
• Edit Purchase Order, Sales Order and Job Description Header as needed to match Vendor Invoice (i.e. Quantity and Cost) to ensure customers billed accurately, and repeat orders produced correctly.
• Ensure Job Tracker is completed daily (i.e. no records found) Product Knowledge and Supplier Relations
• Build relationships with supplier reps
• Review supplier catalogs and learns product knowledge to quickly provide product ideas and lead-time

Primary Interactions:

• Personal, phone and email contact with suppliers, Regional Sales Managers, Creative Department, Merchandising and Accounting.

Time Allocation: Processing Orders (35%), Tasks and Daily Follow-up (45%), Attending Meetings (10%), Miscellaneous (10%)

Prior Promotional Products Industry experience a plus, but not required.

Job Type: Full-time

Salary: $35,000.00 to $40,000.00 /year