What are the responsibilities and job description for the CSR I position at DOUG RILEY GROUP?
DRG Technologies is a custom label manufacturer and printer with a broad portfolio of products, extensive equipment, and capabilities to service a wide array of customers. With our HQ in Chandler, AZ we find our passion for creative solutions combined with our relentless commitment to customer success fuels our competitive advantage and has helped us achieve our growth goals of 16% year over year for the past 3 years. We are a privately held, 2nd Generation business with over 30 years of experience. We embrace technology to gain efficiency and provide excellent customer service with growth in mind. At DRG we are looking for a passionate and innovative customer service representative who enjoys leveraging systems to their fullest.
As a Customer Service Representative for DRG Technologies, Inc, you'll be the friendly face and knowledgeable voice that our clients rely on. Your primary responsibilities will include:
Customer Support: Provide excellent customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. This includes responding to emails, calls, and potentially live chats.
Product Knowledge: Develop a deep understanding of our label products, materials and services to effectively guide customers in choosing the right solutions for their needs.
Order Processing: Assist customers with placing orders, tracking shipments, and ensuring timely and accurate delivery. Collaborate with the production team to meet customer requirements.
Problem Resolution: Proactively identify and resolve customer concerns, working closely with other departments to address any challenges that may arise.
Communication: Keep customers informed about order statuses, product availability, and any potential delays. Communicate product specifications and features effectively.
Data: Accurately input and maintain customer information into the CRM system. Verify the accuracy of data entered and rectify any discrepancies promptly. Ensure timely and efficient handling of order entry to meet service level agreements and customer satisfaction goals.
Cross-functional Collaboration: Collaborate with all teams across the organization, including the sales, production, and quality control teams to ensure a seamless customer experience and address any issues that may impact customer satisfaction.
Technical Assistance: Provide basic technical support for customers encountering issues with our labels. Collaborate with the technical team when necessary.
Feedback Collection: Actively gather customer feedback and insights to contribute to product and service improvements. Report recurring issues for long-term solutions.
Upselling and Cross-selling: Identify opportunities to upsell or cross-sell additional products or services based on customer needs and preferences.
Other: Any other duties as assigned to help facilitate the customer service orders, quality and continuous process improvement as determined necessary.
JOB QUALIFICATIONS:
Educational/Experience Requirements: Minimum Associates Degree with 2 years of experience in a customer facing role. Or combination of college level work and experience equal to minimum requirement. Business to Business experience and/or printing experience in is a plus.
Required Skills and Qualifications:
Computer Skills; experience with Microsoft Office (including Word, Excel, Outlook and PowerPoint)
Interpersonal and customer service skills
Excellent communication skills, both written and verbal
Demonstrated analytical and problem-solving skills.
Ability to multitask with a high level of attention to detail.
Attentiveness and patience
Time management skills
Positive and Team forward attitude.
Physical Requirements:
Prolonged sitting, some bending, stooping and stretching.
Requires hand/eye coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.
Requires lifting papers or boxes up to 50 lbs. occasionally.
Work is performed in an office environment with occasion to be in a manufacturing type work environment.
Work may be stressful at times as it may involve dealing with angry or upset people.
Ability to grasp technical and analytical concepts as they pertain to mechanical and manufacturing processes.
This position is in-house in our Chandler AZ location
