Customer Service Specialist

Overview

Description

Love to make, create, innovate or inspire? Then you would love working at Pentel of America! We have a long-established tradition of supporting self-expression and creativity, exploring boundaries and innovating new writing instruments and art supplies - all while promoting good planet stewardship. If these sound like things you value, we probably should be working together. :

-)

Compensation: $20.50 per hour

Core business hours: 8:30 am - 5:00 pm, 7.5-hour daily work schedule (flexibility to work overtime when required)

Benefits: Medical, Dental, Vision, Life Ins. AD&D, Sup. Life, Vacation, Sick (6), 401K, Holidays (12)

OVERALL

PURPOSE:

The Customer Service Specialist will interact with customers by addressing inquiries, order processing, follow-up and providing a high level of customer support.

• Engage in active listening with callers, confirming/clarifying with care, and providing any product information
• Respond efficiently/accurately to callers, explaining possible solutions, and ensuring clients feel supported and valued.
• Responsible for processing incoming purchase orders accurately. Must confirm all purchase order criteria is listed and correct. (I.e. Item numbers, pricing, customer in hands date, ship to, artwork, etc.)
• Communicate promptly with customer regarding any missing order information, open topics or in-hands delivery date issues.
• Outstanding written and verbal communication skills; ability to follow-up with diverse customer base, vendors, and other Pentel departments as needed to achieve positive business outcomes.
• Responsible for verifying open accounts and referring new accounts to Credit department
• Responsible for modifying (reducing or enlarging) artwork to fit standard dimensions then sending it out to graphics vendor to generate film
• Responsible for preparing and sending an acknowledgement of artwork design to customer for signature
• Responsible for sending processed order along with artwork film to imprint vendor and coordinate customer in-hands date
• Responsible for invoicing orders shipped including adding freight charges, tracking information, adding overruns to quantity shipped and adjusting price
• Interact with customers to provide information in response to inquiries about products or services and to handle and resolve complaints
• Responsible for mailing samples to customers
• Required to attend trade shows when requested
• Responsible for preparing sample packets/product boards for trade shows
• Responsible for keeping samples in bins/cabinets current
• Regular attendance and punctuality are an essential job duty

• Internal:
  Department employees and other customer service personnel
• External:
  Customers, vendors

The preceding functions have been provided examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. Performs any additional duties as required by company management.

Education and/or

Experience:

• High School Diploma or GED
• 2 yrs. min. exp. in customer service

Knowledge, Skills and General Abilities:

• General office skills including proper phone etiquette and customer relations experience
• Ability to handle heavy incoming calls
• Strong knowledge of product line and product operation information
• Ability to handle job responsibilities without direct supervision
• Accurate, timely, and effective verbal response to customer orders and inquiries
• Data entry, filing, and General office equipment
• Proficiency in Microsoft Windows applications and Microsoft Office software
• PC Desktop knowledge and usage required

Certificates, Licenses, Registrations:

• Certificates, Licenses, or Registrations in related field

Other Special

Skills and Abilities:

• Flexibility and ability to proactively work with a variety of customers
• Strong verbal and written communication skills

• Sitting for periods of time
• Dexterity of hands and fingers to operate a computer keyboard
• Walking or standing for brief periods of time
• Infrequent lifting up to 20 lbs
• Prolonged visual acuity necessary to view VDT

Office

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status.

Drug Free Workplace.