*STARTING AT $16.00+ Based on Experience***$500 sign on bonus once 3 months of employment completed***Available for remote work*COMPANY INTRODUCTION:Polyconcept North America (PCNA) is the world’s leading promotional products supplier. With headquarters in Pittsburgh, Pennsylvania, PCNA operates Leeds, Bullet, Trimark, Trimark Powered by Leeds and Journal Books.PCNA serves as a single source for the widest selection of products, cutting-edge decoration and reliable service. JOB SUMMARY:The successful candidate will be the main contact for supporting customers and being responsible for all aspects of the order management processes. Responsibilities include the review of all incoming customer purchase orders (blank and imprinted) which involves the validation of all order information such as item info, pricing, inventory, special handling requests, imprint capabilities, shipping information, and qualifying the customers artwork. The OPS also works cross functionally with other operating departments and Sales team to support customer order requests.
FUNDAMENTAL DUTIES:
- Responsible for supporting our organizations service excellence goals and providing an enhanced service experience with every customer interaction, both external and internal
- Responsible for analyzing, processing, and responding to customer sales orders and inquiries
- Effectively “owns” and follows up on proper workflow of order from the time it comes in until it ships to ensure a positive customer experience
- Initiates customer contact to resolve inquiries with prompt issue identification, proper routing and escalation, and will act as a central point of contact for customers and operations
- Upholds quality standards and meets established service targets as they relate to assigned workload
- Monitors inbound e-mail and phone queues and responds to basic questions regarding order status, price and availability, tracking information and order confirmation & invoicing
- Provides consultative “expertise” for any/all customer inquiries, including our customized decorating options, art file reviews, and virtual artwork renderings
- Ensures proper and concise documentation of inquiries and follow up
- Works with Management to deliver on standard performance metrics to support departmental goals & requirements
- Ensures customer shipping specifications are followed for critical orders and resolves discrepancies including working with internal and external customers
SKILLS AND KNOWLEDGE:
- Superior telephone and written email etiquette and an ability to deal effectively with internal & external customers, peers and management
- Excellent data entry skills to quickly and accurately review and input data
- Ability to multitask in a fast paced environment
- Must be detail oriented, organized, self-starter, and have the ability to prioritize workload effectively
- Ability to build collaborative work relationships with different groups within the organization
- Strong customer service and communication skills
- Ability to analyze and interpret data and solve practical problems
- Knowledge of general mathematical concepts, including percentages
- Capacity to work with cross-functional teams and independently as needed – World class Teammate
- Experienced in & thrives in a fast paced environment
- Adaptable to change
MINIMUM QUALIFICATIONS REQUIRED:
- Min. High School Diploma or equivalent
- Minimum 2 years of experience in a customer service or account service capacity required
- Proficient in Microsoft Office, specifically in Word and Outlook
- Adobe Illustrator experience a plus
SHIFT AVAILABLE:9:30am – 5:30pm