Customer Service Representative (CSR)

Goodwill of Colorado•Aurora, CO

6d•Onsite

About The Position

The Customer Service Representative (CSR) position is responsible for handling customer inquiries, processing sales orders, managing returns, addressing shipment delays, and providing quotations. This role involves creating professional bids and proposals, coordinating customer visits, answering phones, and assisting walk-in customers. The CSR will also create product samples, track shipments to ensure timely delivery, and manage artwork approvals. A key part of the role is corresponding with Supply Chain to oversee overseas orders from beginning to end and communicating with the Sales Team, customers, and the art department to ensure satisfactory and timely resolutions. The representative must be able to respond to internal and external customer inquiries professionally via phone, email, or in person, manage customer complaints with discretion and tact, and develop a functional knowledge of all label products. Regular communication with management regarding workflow, operations, and process improvement is expected, as is attendance and presentation at production meetings. The CSR will also provide backup support to team members as needed.

Requirements

2 or 4-year college degree or relevant work experience
High level of professionalism and interpersonal skills to handle all aspects of customer service and project management
Strong working knowledge of customer service principles, practices and skills
Customer focused attitude, passion for quality and a willingness to quickly cultivate product expertise
Demonstrate ability to prioritize, problem solve and manage numerous projects on tight deadlines
Intermediate computer skills and knowledge of MS Office Suite, and able to learn industry standard software
Familiarity with enterprise resource planning systems
Professional level written and verbal communication skills
Strong decision-making ability and attention to detail
Ability to work well with all levels of internal management and staff, as well as, outside customers and suppliers
Demonstrated ability to work with a diverse team and remain professional under pressure
Have their own camera that shoots 4k or higher
High school diploma or equivalent education
Must pass conditional post offer background investigation and drug screen

Nice To Haves

Learn industry standard software

Responsibilities

Respond promptly to customer inquiries
Process sales orders
Process customer returns
Correspond to shipment delays
Provide quotations for all products
Create professional bids, quotations and proposals
Coordinate customer visits if needed
Answer the phone or attend to someone walking through the door
Create product samples and send out to clients or fulfill their questions
Track shipments closely to ensure timely delivery to customer
Ensure artwork is approved and nothing is stuck in the approval period
Correspond regularly with Supply Chain to follow completion of overseas orders from start to finish
Communicate with the Sales Team, customers, and art department to ensure a satisfactory and timely resolutions
Respond to internal and external customer inquiries providing professional, customer-facing interaction by phone, email or in person
Manage customer complaints, even when handling unpleasant customers with discretion and tact
Obtain functional knowledge of all label products
Communicate regularly with management regarding work flow, operations, and opportunities for streamlining current procedures
Attend and present production meetings
Back up to team members as needed