Customer Service Rep

Responsibilities

• Answers incoming calls to customer service phone group utilizing cloud-based software solution and responds to customer emails.
• Provides timely and accurate information regarding customer order status, price, inventory availability, product information, embellishment and transportation inquiries.
• Offers solutions to customer needs.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Investigates shipping and invoicing discrepancies; researches, compiles and enters information into TRC Customer Satisfaction System (Everest).
• Solves assigned actions by established deadlines; submits necessary paperwork to General & Administrative team for customer credits and re-bills.
• Works in partnership with sales team to exceed the service levels of our customers.
• Collaborates with supply chain regarding embellishment fulfillment including new logo set-ups, maintaining existing set-ups, and delivery dates.
• Collaborates with supply chain and distribution regarding delivery dates, tracking information, and order activity.
• Reviews and resolves issues regarding orders on manual hold.
• Maintains customer records in company’s enterprise resource planning (ERP) system including contact information and special routing requirements.
• Issues return goods authorizations (RGA’S) to customers.
• Registers web-users and emails B2B introduction letter.
• Provides back up support to order entry, dropping pick tickets to warehouse, checking customer service voicemail, checking customer service inbox and responding to or forwarding emails as necessary.
• Provides back up support for picking, packing and shipping literature from NJ.

Requirements

• Associate’s degree preferred and minimum 4 years’ equivalent experience in customer service or an appropriate combination of education and experience.
• Working knowledge of Microsoft Office with emphasis in Outlook and Excel.
• Experience working with an ERP software system.
• Customer/client focus.
• Self-starter with good listening skills and ability to interact with people in a positive manner.
• Prioritize and manage multiple responsibilities.
• Solve problems through research and analysis.
• Handle stressful circumstances tactfully and timely.
• Professional verbal and written communication skills.
• Teamwork orientation.
• High degree of organizational skills, accuracy and attention to detail.

Pay and Benefits

The pay range for this position ranges between $23-25.00/hour. The perks of being a Bunzl team member don’t stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.

• Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
• Paid Time Off - Vacation, Sick, Holidays and Personal Time
• 401K with generous company match

Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.