Customer Service Representative

***THIS POSITION REQUIRES BOTH REMOTE AS WELL AS IN-OFFICE TIME IN OUR Salisbury, MA location***

We are looking for an experienced candidate with exceptional customer service skills and a working knowledge of ERP/MRP systems in general.

Position Summary:

The Customer Service Representative is responsible for providing superior customer service while processing order requests and identifying opportunities for additional sales. To be successful in this position, the Customer Service Representative will have a strong command of the company’s customer service policies and product offerings, providing quick and accurate assistance to customers.

Primary Job Duties and Responsibilities

• Respond to internal and external inquiries via email and phone, assessing customer’s needs and
• presenting appropriate solutions
• Provide customers with quotes and product knowledge
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Manage all aspects of order entry and production including customer logo/art production and customer proofing, purchase orders, placing orders with vendors, tracking production, client invoicing and vendor invoice approval
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution
• Communicate and provide assistance to Culver’s internal sales organization with respect to satisfying the customer’s requirements
• Keep records of customer interactions, process customer accounts and file documents
• Be an expert of the Culver product line.
• Perform general administration tasks, including but not limited to:
• Managing and maintaining all client databases and file
• Keeping accurate records of all customer contacts
• Assisting in various Fulfillment Services including
• Data Entry
• Working with outside vendors on various assembly projects
• Inventory monitoring/management

Knowledge and Skill Set Requirements

• Strong internal and external customer service orientation
• 3 plus years of practical customer service and/or sales experience with demonstrated understanding of the sales process
• Excellent interpersonal and communication skills
• Experience with ERP/MRP systems (NetSuite preferred)
• Experience with Adobe Illustrator
• This position requires both remote as well as in-office time

• Ability to multi-task, prioritize, and manage time effectively
• Ability to work quickly and manage a high volume of tasks simultaneously
• Attention to detail and accuracy
• Willingness to ask questions and learn new skills
• Comfortable learning new applications and database management systems
• Committed to process and workflow protocols
• Knowledge of Excel, PPT, Word, and Outlook

Essential functions of the job. While performing this work, an employee must be able to:

• Read, write, and type.
• Remain in a seated position for more than 50% of the workday.
• Perform normal office duties.
• Operate office equipment including computers and determine the accuracy of work.
• Interact and participate in meetings.
• Act independently and stay with the job until completion.

Standard Company Competencies

• Model company values (transparency, ownership, trust, quality, succeeding together, and relationships).
• Strong internal and external customer service orientation
• Work effectively in a team environment and across departments
• Demonstrate good judgment and effective decision making
• Adherence to all Company personnel policies, procedures, and rules
• Punctual and dependable

Functional Competencies

• Leadership/Integrity – Effectively communicates Culver’s vision and mission; builds trust among colleagues; is accountable; lives up to commitments
• Team Player/Commitment to Cause – Understands the big picture and manages areas of responsibility in a manner consistent with Culver’s mission
• Interpersonal Skills – Relates to people in a cooperative manner that helps others to achieve their best
• Productivity/Organizing/Planning – Plans, meets deadlines, demonstrates effective use of time, and handles multiple assignments simultaneously
• Willingness to Acknowledge Areas for Growth – Understands the need for growth, continues to development self-awareness and is receptive to constructive feedback

Nothing in this Job Description restricts Culver Company, LLC’s right to assign or reassign duties and responsibilities to this position at any time. This position is at will, which means that either the employee or the Culver may terminate the employment relationship at any time, with or without notice and for any reason or no reason.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Application Question(s):

• This is a remote position with some in-office requirements at times. Does that work for you?

Experience:

• Customer Service: 3 years (Preferred)

Work Location: One location