Customer Service Representative I

SUMMARY

The Customer Service Representative Level 1 at Raining Rose Promos is responsible for making sure distributors have an amazing ordering experience with our company. Our customers can go anywhere to order promotional products, but when they choose Raining Rose, it’s because of our award-winning service. The ideal candidate has a positive attitude (especially when faced with a challenge), can provide information in a clear and friendly way, and has a lot of attention to detail.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Display and promote company values (ASPIRE: Attitude, Safety, Passion, Integrity, Relationship and Evolve).
• Answer phones with positive energy and professionalism, ensuring complete resolution of the customers’ needs in the call.
• Answering customer correspondence clearly and completely, with appropriate attention to urgency and priority.
• Accept and process sample requests.
• Respond to customer questions about inventory, product features, shipping, and catalog pricing.
• Consistently display ownership of customer orders including:
  • Reaching out for missing information, updating orders as needed
  • Reaching out for art and proof approvals
  • Internally proofing orders for errors
  • Timely communication on inventory or other order issues – make sure issues don’t turn into problems for our customers’ customers.
• Use discretion to loop in a Sales Representative or the Customer Support Manager to resolve complaints or land large projects.
• Recommend process improvements for increased efficiencies.
• Firm understanding and compliance with company’s Good Manufacturing Practices and Safe Practices.
• Regular Attendance is an essential function of this position.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Outstanding customer service skills
• Strong written and verbal communication skills with prevalent professional demeanor
• Ability to work both independently and as a part of a team.
• Creative and innovative
• Ability to work in a fast paced, rapidly changing, and regulated environment.
• Well-developed interpersonal skills around relationship-building and conflict-resolution.
• Detail-oriented.
• Effective time management with the ability to prioritize, ask for help when needed.
• Exhibit good judgment when it comes to doing the right thing for your team, the company, and our customers.
• Ability to work effectively across departmental teams.
• Ability to use or learn new technical systems for communication, order entry and others.

EDUCATION AND/OR EXPERIENCE

• Associates’ degree in a relatable field preferred.
• A minimum of 1+ years' experience in Customer Service.
• Experience with ERP software preferred.
• Knowledge of functional business processes preferred.

PHYSICAL REQUIREMENTS/ WORKING ENVIRONMENT

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit an average of 7-8 hours per day.
• Stand an average of less than 1 hour per day.
• Walk an average of less than 1 hour per day.
• Required Movements:
  • Bend/Stoop – Rarely (1-2 times per day)
  • Squat – Rarely (1-2 times per day)
• Weight Carried:
  • Up to 10 lbs – Rarely (1-2 times per day)
• Weight Lifted:
  • Up to 10 lbs – Rarely (1-2 times per day)
• Hands Used for Repetitive Action
  • Simple/light grasping (both hands) – Frequently (5-24 times per hour)
  • Fine dexterity (both hands) – Constant (greater than 25 times per hour)
• Job requires wearing personal protective equipment as necessary.
• Personal Protective Equipment Required:

Safety glasses when in required areas.