Customer Service Representative

Summary

Join a well-established international company with a supportive work environment as a Customer Service Representative. You will play a vital role in ensuring exceptional customer satisfaction by managing client interactions, overseeing order processes, and proactively addressing potential issues. This position supports the company's mission of delivering tailored branding solutions, uniforms, custom manufacturing, and logistical services. The role requires strong communication and problem-solving skills, along with experience in order management and client issue resolution. The position is permanent, full-time, and remote, with a Monday-Friday schedule (10 PM to 7 AM).

Requirements

• 2 or more years in customer service
• Experience with order management and client issue resolution
• Familiarity with CRM systems and workflow management tools
• Proficiency in Microsoft Office and related Customer related tools
• Strong verbal and written English communication skills

Responsibilities

• Address and resolve client issues, vendor errors, and shipping discrepancies promptly
• Ensure all communication related to issues is completed within 24 hours
• Review client orders to confirm properly formatted artwork, completeness, accuracy, and acceptable margins
• Assess delivery timelines and ensure orders align with company standards
• Schedule follow-up dates for special-action orders to guarantee on-time shipment
• Expedite or escalate orders as necessary, ensuring proactive communication before potential problems arise
• Maintain and update the Work-in-Progress (WIP) dashboard to ensure accuracy in delivery dates
• Follow up on tasks daily to ensure timely completion, aiming to clear the dashboard to zero each day
• Actively participate in weekly and monthly sales team meetings to share updates and insights
• Engage in bi-monthly vendor meetings to strengthen partnerships and streamline operations
• Contribute to scheduled staff meetings, providing feedback and updates on ongoing processes

Preferred Qualifications

• Branding, promotional products, or logistics industries could be advantageous
• Candidates from other industries are welcome to apply

Benefits

• REMOTE
• Monday – Friday | 10 PM to 7 AM