Overview

· Work independently and within a team to deliver a consistent, exceptional customer experience every time
· Manage all communication – written, verbal and in-person – professionally, proactively and efficiently
· Resolve all customer needs including orders, requests, and follow-up activity across multiple systems and functions courteously, efficiently, quickly and accurately
· Own escalations and concerns on behalf of the customer immediately thorough root cause analysis and permanent resolution
· Successfully establish, manage and exceed customer expectations throughout all engagements
· Engage appropriate resources to assist or resolve service issues as necessary
· Understand and appropriately use the company pricing system and policies
· Review a variety of work product including, but not limited to internal and external communication, quotes, designs, proofs, reports, etc. for accuracy and improvement opportunities
· Manage workflow to meet customer deadlines in a team environment
· Understand and help the customer articulate their needs
· Effectively present and discuss the products and services of the company to customers in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs
· May act as a coach/mentor to other CSRs Continue to sharpen skills and drive personal growth enabling career progression and further elevation of the customer experience
· Coordination of projects and complex customer deliverables
Requirements
Minimum of 3 plus years of related / relevant B2B Customer Service experience. Strong MS Office skills with emphasis on Excel and Outlook Advanced computer experience and ability to implement new technologies.
Experience Preferred – Print, marketing or promotional product experience and/or Salesforce.com knowledge a plus
Education Required – High school diploma and/or GED or high school equivalent (only if converted to perm)


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