Customer Service - Representative

About the role

BR Printers is a company dedicated to helping businesses enhance their visibility and achieve their goals through innovative print solutions and efficient supply chain management. This role is within the Fulfillment department, where you will play a crucial part in ensuring that customer inquiries, orders, and requests are handled efficiently and professionally.

Responsibilities

• Answer incoming customer phone calls and respond to questions in a professional, courteous, and timely manner.
• Monitor and respond to customer emails throughout the business day.
• Serve as a point of contact for customer questions regarding orders, fulfillment, shipping, and general account inquiries.
• Research customer questions and work with internal departments to provide accurate information and timely resolutions.
• Provide customers with updates regarding order status, shipping, delivery, and other fulfillment-related requests.
• Enter, review, and maintain customer and order information accurately.
• Review customer requests and documentation carefully to ensure all necessary information is complete.
• Aid in order processing, tracking, and administrative coordination.
• Communicate customer needs, changes, concerns, or special instructions to the appropriate internal teams.
• Work closely with Fulfillment, Shipping & Receiving, Production, and other departments to help resolve customer inquiries.
• Create and maintain documents, spreadsheets, reports, and correspondence using Microsoft Word and Excel.
• Utilize Microsoft Outlook to manage email communication, calendars, and customer correspondence.
• Maintain organized electronic records and documentation.
• Identify discrepancies or missing information and proactively work to resolve them.
• Handle customer information professionally and maintain confidentiality.
• Prioritize multiple requests and deadlines in a fast-paced environment.
• Provide a positive and professional customer experience during every interaction.
• Perform additional customer service and administrative duties as business needs require.

Requirements

• High school diploma or GED required.
• Previous customer service, administrative, order processing, fulfillment, or office experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service skills with a professional and helpful approach.
• Exceptional attention to detail and accuracy.
• Comfortable answering and managing a high volume of phone calls and emails.
• Strong organizational and time-management skills.
• Ability to manage multiple customer requests and priorities simultaneously.
• Ability to research questions, problem-solve, and follow inquiries through to resolution.
• Comfortable communicating with customers as well as employees across multiple departments.
• Dependable attendance and punctuality.
• Ability to work independently while contributing to a team-oriented environment.

Computer & Technology Skills

• Proficiency with Microsoft Outlook, including professional email communication and calendar management.
• Proficiency with Microsoft Word for creating and maintaining documents and correspondence.
• Working knowledge of Microsoft Excel, including entering, organizing, and reviewing data.
• Strong computer and data-entry skills.
• Ability to accurately navigate multiple systems and applications throughout the workday.
• Ability and willingness to learn company-specific order management, fulfillment, and customer service systems.

Extra Skills That Set You Apart

• Previous experience in a fulfillment, warehouse, distribution, printing, or manufacturing environment.
• Experience with order management or customer relationship management (CRM) systems.
• Experience coordinating customer orders from receipt through shipment.
• Familiarity with shipping and order-tracking processes.
• Intermediate Microsoft Excel skills.
• Experience supporting multiple customer accounts.
• Previous experience resolving customer concerns and researching order discrepancies.

Schedule

Full-Time | Monday – Friday
Hours: 9:00 a.m. – 5:30 p.m.
Meal Period: 30-minute lunch

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to frequently use a keyboard, mouse, telephone, and other standard office equipment.
• Ability to communicate effectively by phone, email, and in person.
• Ability to occasionally stand, walk, bend, reach, and move throughout the fulfillment facility.
• Ability to occasionally lift and carry office supplies, customer materials, or small packages.

Compensation & Benefits

Competitive hourly wage based on experience.
Comprehensive benefits package including Medical & Dental coverage along with company-paid Life Insurance, voluntary Vision, Life & Disability Insurance
401(k) with Company Match
Paid Time Off (PTO)
Paid Holidays
Opportunities for professional development and career growth