Customer Service Representative

Perennial Resources International; New York (NY); On-site; USD 52,000 - 78,000; Full time

Job summary

Perennial Resources International in New York seeks a Wholesale Customer Service Representative dedicated to resolving complex inquiries with precision and empathy. You will analyze customer data, collaborate with merchandising, marketing, warehousing, and sales, and ensure exceptional service that reinforces our reputation in the textile-focused wholesale sector.

Onsite in Manhattan, you will own the investigation process, maintain product knowledge, and leverage CS tools to document

Qualifications

• 3+ years in customer service with focus on investigation and complex issues.
• Experience in wholesale/B2B environment; textile industry a plus.
• Strong problem-solving, attention to detail, multitasking in fast-paced settings.

Responsibilities

• Investigate and resolve complex customer inquiries promptly.
• Analyze customer data and interaction history to identify trends.
• Collaborate with merchandising, marketing, warehousing, and sales to resolve issues.
• Provide personalized assistance and guidance to customers for a positive product experience.
• Maintain knowledge of products, policies, and procedures to address inquiries accurately.
• Utilize CS tools to track, document, and communicate interactions and resolutions.
• Identify opportunities to improve CS processes and policies.

Skills

Customer service

Investigation

Data analysis

Communication

Tools

MS Office

CRM software

Databases

Job description

THIS ROLE WILL BE ONSITE 5 DAYS PER WEEK IN MANHATTAN.

Responsibilities:

• Investigate and resolve complex customer inquiries and issues promptly and accurately, ensuring a high level of customer satisfaction.
• Analyze customer data, records, and interaction history to identify patterns, trends, and potential areas for improvement in customer service.
• Conduct thorough research and gather relevant information to resolve customer complaints, ensuring accurate and timely resolution.
• Collaborate with other coming teams, including merchandising, marketing, warehousing, and sales, to escalate and resolve customer issues effectively.
• Provide personalized assistance and guidance to customers, addressing their concerns and ensuring they have a positive experience with our products.
• Maintain comprehensive knowledge of company products, services, policies, and procedures to effectively address customer inquiries and provide accurate information.
• Utilize various customer service tools, systems, and software to track, document, and communicate customer interactions and issue resolutions.
• Identify opportunities to improve customer service processes, tools, and policies, and provide recommendations for enhancement.
• Stay up-to-date with industry trends, customer service best practices, and emerging technologies to continuously improve customer-focused investigative processes.
• Work with priority customers; running specific reports, uploading orders, stock availability reports, create sample orders.

Qualifications:

• Previous experience in customer service or related roles (3+ years), with a focus on investigation and complex issue resolution required; A previous CS role within a wholesale, warehouse, and / or business-to-business environment required. Experience in the textile industry is a plus.
• Exceptional problem-solving skills with the ability to analyze information, identify root causes, and implement effective solutions.
• Strong attention to detail, accuracy, and ability to manage multiple tasks and priorities in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts in a clear and concise manner.
• Proficient computer skills, including experience with customer service software, databases, and Microsoft Office Suite.
• Empathetic and patient demeanor with the ability to handle difficult customer interactions and defuse challenging situations.
• Ability to work independently and collaboratively within a team, demonstrating strong interpersonal skills and a customer-focused mindset.
• Flexibility to adapt to changing customer needs, departmental goals, and company objectives.
• Previous experience in a creative or technical industry a plus.

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a wholesale Customer Service Representative. In this role, you will be responsible for investigating and resolving complex customer inquiries and issues, ensuring that all customers receive exceptional service and support. You will play a crucial role in maintaining our company's reputation for outstanding customer satisfaction by proactively identifying customer needs, analyzing data, and implementing appropriate solutions. The ideal candidate possesses excellent problem-solving skills, attention to detail, and a strong commitment to delivering exceptional customer experiences.