Customer Service Specialist Level I

Printforce (BCSI); Burnsville (MN); On-site; USD 25,000 - 30,000; Full time

Job summary

Printforce (BCSI) is seeking a Customer Service Specialist to assist customers by lookup and communication via phone, email, and occasional direct contact. The role emphasizes building positive relationships to support continued sales, answering questions, troubleshooting order issues, tracking orders, and handling rush requests.

On-the-job training will teach our unique ordering system. Responsibilities include managing high email volume, providing accurate order information, and coordinating

Qualifications

• Associate degree or equivalent experience may be considered.
• Strong written and verbal communication.
• Ability to work with multiple systems and maintain accuracy.

Responsibilities

• Answers phone with a friendly voice.
• Effectively manages a high volume of emails.
• Respond via email to provide answers for customers and sales representatives regarding order status, pricing, product availability, artwork, websites and marketing.
• Receive incoming customer inquiries and resolve complaints.
• Communicates tracking status to customers as requested.
• Follows up on rush orders.
• Monitors production of orders and customer requests, and communicates with other departments as needed to meet customers' requirements and company standards.

Skills

Phone support

Email management

Order tracking

Customer service

Communication

Education

Associate's degree

Tools

CRM software

Job description

Customer Service Specialist

SUMMARY Supports customers primarily by looking up information on a computer and communicating with customers by phone, email, and occasional direct contact. Establishes a positive working relationship with the customer to encourage continued sales by: answering customers' questions; trouble shooting issues customers have with their orders; tracking orders; attending to rush orders; and resolving complaints with the goal of total customer satisfaction. This position requires on-the-job training to learn our unique ordering system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Other duties may be assigned.
• Answers phone with a friendly voice.
• Effectively manages a high volume of emails.
• Respond via email to provide answers for customers and sales representatives regarding order status, pricing, product availability, artwork, websites and marketing.
• Receive incoming customer inquiries and resolve complaints.
• Communicates tracking status to customers as requested.
• Follows up on rush orders.
• Monitors production of orders and customer requests, and communicates with other departments as needed to meet customers' requirements and company standards.

ATTENDANCE/PUNCTUALITY

You are expected to be reliable and punctual in reporting for scheduled work. In the rare instance when you cannot avoid being late or are unable to work as scheduled, you must notify your supervisor as soon as possible in advance of the anticipated tardiness or absence. Poor attendance and excessive tardiness may lead to disciplinary action, up to and including termination.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school; or at least one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as corporate specification manuals and procedure manuals. Ability to respond to common inquiries or complaints from customers both verbally and in writing.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include color vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.