Customer Service Representative - REMOTE

About The Company

Nazdar has been in business for over 100 years and is one of the leading ink manufacturers for screen and wide-format inkjet printing. Nazdar manufactures the most comprehensive selection of UV, water-based, and solvent-based screen printing inks, flexographic inks, and wide-format digital inks obtainable from a single source. Nazdar inks are primarily used by printers in the Point of Purchase (POP), Banner, Container, Industrial, Metal, Nameplate- Membrane Switch, Roll Label, Sign, and Textile decorating markets.

About The Job

Nazdar is actively seeking to fill an open position for a remote Customer Service Representative. Our Customer Service team provides world-class service by striving to consistently delight our customers and provide them with quality experiences. As a CSR, you will provide customer support by handling inquiries as they relate to pricing, availability, product recommendations, order processing and follow-up, and technical assistance for our printing customers across North America. Successful individuals in this role will have a passion for customer service, possess strong capabilities in multi-tasking and utilization of system resources and have worked in an inbound call center environment.

Responsibilities

• Answering inbound telephone calls and engaging in dialogue with customers, asking clarifying questions as necessary to fully understand requirements.
• Acting as the first point of contact for customer and sales team inquiries.
• Accessing customer account information in Customer Relationship Management software and making necessary entries to resolve problems, record preferences and process transactions (orders, returns, credits, etc.).
• Processing customer requests for orders, pricing quotes, availability and other information received via email, fax, phone and ecommerce for products and services.
• Increasing the customer experience by providing information on new products and services through up selling and cross-selling opportunities.
• Troubleshooting basic technical problems by phone.
• Striving for one-call resolution of customer issues and providing prompt follow-up when required.
• Making best use of all resources/tools and technology to identify, research and resolve customer issues.
• Participating in ongoing training and engaging in self-development to stay abreast of product, service, technology and process/policy changes.
• Recognizing and alerting supervisor of trends in customers’ calls.
• Recommending process improvements to improve service, efficiency and accuracy.
• Building positive and cooperative relationships with customers and coworkers.
• Meeting or exceeding required attendance, schedule adherence, quality and other productivity related goals.
• Assisting with other duties as directed by supervisor.
• Performs job according to pre-established safety, quality, and efficiency standard operating procedures.

Qualifications

• Minimum High School Education or equivalent (GED) required.
• Strong proficiency in Microsoft Excel, Word, and Outlook
• Previous experience working with an ERP or CRM and the ability to learn new systems.
• Minimum of three to five years of superior customer service experience in an inbound call center environment
• Ability to learn new technology and tasks quickly
• Bilingual in English and Spanish is a plus.
• One to three years direct experience in a printing environment is a plus.
• Solid understanding of varying types of printing products to be able to offer equivalent/alternative products when necessary is a plus.

Benefits

• medical
• dental
• vision
• 401(k)
• life insurance
• flexible spending account options
• paid short-term disability
• paid long-term disability
• paid time off
• paid Company holidays
• encouraging, supportive environment
• training
• professional development
• recognition programs
• career growth opportunities