Customer Service Representative (CSR)

Job description

Responsible for responding to customer inquiries and managing their orders from inception through delivery. This includes customer communications, order checking, stock inquiries, general product knowledge, and ideally expansion of the customer relationship.

Roles and Responsibilities

· CSR's will communicate with customers, inside sales reps, and production. via phone calls, web chats, and emails

· You will be on queue to answer phone calls regarding pricing, products, order updates/status, and stock inquiries

· Provide clients with quotes regarding the cost of our items and imprint information

· Regularly check order accuracy, and adjust sales orders as needed

· Be proactive regarding actual or potential issues, all while working avoid or minimize the impact on the customer

· Following up with other departments to make sure orders are processed per client request

· Reach out to customers on behalf of production, warehouse, or shipping departments

· Build rapport and credibility with customers

Position Requirements

• Demonstrate excellent communication skills, both written and verbal
• Ability to work in a high-volume call environment, averaging 60 calls per day
• Detail-oriented with the ability to manage multiple tasks at once
• Persistent and goal orientated, with a customer 1st focus
• Good investigative skills to help find fast and efficient resolutions to customers problems
• Excellent computer skills (Microsoft Office Suite)
• Previous customer service and/or sales experience
• Experience using a computer-based customer relationship management system (CRM)
• Positive attitude with the willingness to learn new things
  • Thorough understanding of Gordon Sinclair decoration methods to help customers select the best item for their needs