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Customer Service Representative

Reports To:

Position Summary: The primary responsibility of a Customer Service Representative is to provide support to the end customer, retail partners, and sales and marketing teams.

Essential Functions: 

  • Answering inbound customer calls and making outbound follow-up calls as neccessary
  • Placing and tracking orders for Customers
  • Assisting Internet sales via "Live Chat" for website
  • Answering "Support" and "Contact Us" emails
  • Investigating and resolving invoice and order discrepancies
  • Initiating claims actions for damaged, misdirected, or lost orders and shipments
  • Reviewing, processing, and following up on all return claims and issue refunds as needed
  • Conferring with customers in person (first point of contact) for sales appointments & local pick-ups
  • Providing operational support by assisting Inside and Outside Regional Account Managers as needed
  • Must be able to speak and read the English language

Education & Experience:

  • High School diploma or GED; or 3 to 6 months related experience and/or training; or equivalent combination of education & experience
  • Proficient in Microsoft Office (Word, Excel, and Outlook)

Skills & Abilities: 

  • Excellent people skills
  • Great phone etiquette
  • Ability to formulate grammatically correct emails/chat
  • Ability to type 40 WPM

Physical Demands:
(Percentage of time performing essential tasks)

Constant (90 - 100%)

  • Sitting, reading, writing, hearing, finger dexterity
  • The visual ability to perform detailed work at close distances (computer screens)
  • Verbal communication of detailed information to others either by phone or in person

Frequent (60 - 90%)

  • Hand/eye coordination

Occasional (30 - 60%)

  • Standing, walking, bending, reaching, & climbing stairs
  • Lifting: 0 - 30 lbs.

Work Environment & Conditions

  • Indoor heated/air conditioned office
  • Bright lighting and adequate ventilation

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