Project overview
This role is able to autonomously manage and own numerous multiple-solution customers and related demands with ease. CSRs are often times the go-to person for challenging day-to-day and complex internal or external scenarios. The ability to seek and accept feedback from others while learning to provide similar feedback constructively is an important part of this role. A CSR plays an integral part in meeting all company goals: Guarantee satisfaction and value for our customers Contribute to a work environment that fosters pride in being part of a winning team. Contribute to the company’s goals of achieving cost efficiencies by maintaining high productivity and quality standards. A CSR is responsible for supporting the company vision and mission. This position requires tact, sensitivity, and professionalism, because they are in contact with current and prospective customers, and are in a strong position to influence their satisfaction and our company prosperity. Responsibilities Include: Work independently and within a team to deliver a consistent, exceptional customer experience every time Manage all communication – written, verbal and in-person – professionally, proactively and efficiently Resolve all customer needs including orders, requests, and follow-up activity across multiple systems and functions courteously, efficiently, quickly and accurately Own escalations and concerns on behalf of the customer immediately thorough root cause analysis and permanent resolution Successfully establish, manage and exceed customer expectations throughout all engagements Engage appropriate resources to assist or resolve service issues as necessary Understand and appropriately use the company pricing system and policies Review a variety of work product including, but not limited to internal and external communication, quotes, designs, proofs, reports, etc. for accuracy and improvement opportunities Manage workflow to meet customer deadlines in a team environment Understand and help the customer articulate their needs Effectively present and discuss the products and services of the company to customers in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs May act as a coach/mentor to other CSRs Continue to sharpen skills and drive personal growth enabling career progression and further elevation of the customer experience Coordination of projects and complex customer deliverables Education and Experience Guidelines: Minimum of 3 plus years of related / relevant B2B Customer Service experience. Strong MS Office skills with emphasis on Excel and Outlook High School education or above with 2 years of college preferred. Print, marketing or promotional product experience and/or Salesforce.com knowledge a plus Advanced computer experience and ability to implement new technologies.