Customer Service Representative

Papillon Ribbon & Bow Inc•Clifton, NJ

3d•$38,000 - $40,000•Onsite

About The Position

Papillon Ribbon and Bow makes and sells satin and grosgrain ribbon, luxury gift boxes, and specialty packaging. Our customers are boutique brands, retailers, gift businesses, and packaging distributors. We have been doing this for over 30 years, with our own overseas manufacturing and a customer base that already knows us. This role handles order status, reorders, product questions, quotes, and shipping. Most of it follows a clear routine, and we will train you on our products, our order entry process, and when to pull in someone else. You handle routine requests start to finish. For custom quotes, upset accounts, or production questions, you bring in sales or operations and stay on it, keeping the customer updated until there is an answer.

Requirements

Write clearly and speak warmly. Our customers expect a professional on the other end
Are organized and exact with details like item numbers, quantities, and ship dates
Stay calm on a busy day and steady with a frustrated caller
Learn products quickly and like knowing your stuff
Have customer service experience, whether office, showroom, or phone-based. We will train you on packaging

Responsibilities

Answer calls and email as the first point of contact, in a polished, professional way
Enter and verify orders in our system against the customer's purchase order
Track orders and shipments, and keep customers informed without being asked twice
Answer product questions confidently: ribbon widths, box sizes, materials, lead times
Update customer records so the account history is always current
Sort out routine issues yourself (wrong item, short shipment, tracking). Loop in the right person on the rest, with clean notes
Capture larger or custom business inquiries completely - company, item, quantity, timeline, ship-to, and notes - and log them in the intake process so the request can be handled without re-asking the customer