Customer Service Representative

Hub Pen Company•Braintree, MA

12d•$18 - $20•Hybrid

About The Position

Hub Pen Company , part of the HPG Brands, is an award-winning supplier in the promotional products industry supplying imprinted quality writing instruments to its distributors throughout the United States and Canada. This is a career opportunity to join our dynamic, fast growing, privately held company, and become part of our winning team. We are looking for a customer-oriented service representative. A Customer Service Representative (CSR) who will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. This position allows for a possible two-day work from home schedule after completion of training. You must be able to come into the office in Braintree, MA every week. The hourly range for this position is $18-$20 per hour. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and CSRs can gather that for you. Problem-solving in a fast-paced environment also comes naturally to Customer Service Representatives. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. If this sounds like you, we would like to talk with you about joining our team as a Customer Service Representative!

Requirements

Minimum of two years of customer service experience
Familiarity with CRM handling skills and active listen, NetSuite experience is a plus
Excellent verbal and written communication and presentation skills
Detail oriented with the ability to multitask, manage time, and communicate effectively
Ability to present a professional response to the customer using both telephone and computer correspondence
Must be able to work independently while being a proactive team member
Able to work well under pressure to output high-volume, high-quality work
Solution provider with a positive “can-do “attitude
Ability to work overtime hours as needed
The demands are in the nature to stand, sit, and move within the office.
Utilization of office equipment, and the capacity to lift up to 20 pounds
Duties may involve hand-eye coordination and physical dexterity
An ability to read, see, and differentiate between color is not necessary

Nice To Haves

NetSuite experience is a plus

Responsibilities

Manage a high volume of correspondence with customers via telephone and e-mail to communicate information regarding prospective orders, order status, samples, and completed orders
Handle customer complaints relating to pricing, shipping, quality, etc.; provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Document all communication with customers regarding changes or additions to orders
Interact with all areas of the office and production to facilitate the flow of orders to meet customers requested shipment dates
Use internal software system to keep orders progressing through the system
Partner with internal teams to meet and exceed customer's expectations
Keep records of customer interactions, process customer accounts and file documents
Take the extra mile to engage customers
Other tasks as required