High Touch Customer SVC Rep - Orange City, IA

• žResponsible to be a SME on 10-15 customer accounts, which includes attending customer business reviews and partnering with Account Services Manager to ensure both seamless launch and support
• žResponsible to understand eStore set up, which is customer specific and share information as needed with peers
• žUpdate customer specific account notes and other content on Knowledge Management tools as needed
• žProvide primary customer support through a variety of contact methods
• žManage programmatic promotional orders and support special projects such as bulk order placement and contacting customers to inform them of closeout merchandise, liquidate dead or in-house inventory
• žProfessionally intake, analyze and resolve issues and service failures through execution of corrective action and/or coordination of cross-functional communication and take proactive measures to prevent recurrence
• žPartner with Account Services to facilitate requests for new program item adds and changes and eStore updates
• žPlan and prioritize a high volume of tasks in order to meet customer-driven deadlines
• žProvide timely communication and follow-up to external and internal customers throughout the various stages of an order lifecycle (quotation, proofing, manufacturing, fulfillment and delivery)
• žCollaborate and plan with other business partners and customers to ensure programs are managed effectively in order to enable retention and growth opportunities, contribute to company revenue goals by identifying and making upsell offers and meeting or exceeding upsell and cross sale goals
• žMaintain up-to-date information and reports to capture critical business intelligence
• žConsistently Meet or exceed Quality, Customer Satisfaction and productivity goals
• žUnderstand and carry out processes, utilizing necessary systems/applications needed to effectively support business needs and meet required SLA’s.
• žContribute to company revenue and margin goals through accurate order placement, identifying and making the upsell offer, and use of sound judgment in determining when to issue a credit.

Basic Requirements:

• žHigh School Diploma or GED, some college preferred
• ž2-3 years related professional experience (customer service, sales support, or account management)
• žStrong relationship building and interpersonal skills
• žBasic mathematical aptitude
• žCompetency in MS Office suite and PC Skills
• žDemonstrate strong organizational skills to effectively manage multiple concurrent projects to meet required timelines
• žAbility to excel in a fast-paced environment with specific attention to detail
• žStrong business communication skills, both written and verbal, with the ability to effectively communicate with all levels of internal and external stakeholders and support functions. 
• žRequires a self-motivated and energetic personality. 

Preferred:

• ž3-5 years related professional experience (customer service, sales support, or account management)