Customer Care Agent

Job Description Job Description Join the Team at FDC Graphic Films, Inc.
FDC Graphic Films Inc. is a Master Distributor and Converter of films for the graphics industry. Products include wide-format digital media, digital over laminating films, digital banners, textile media, sign and heat transfer films. The company offers some of the best-known brands including FDC, 3M, Lumina, RTape, and ASLAN. The Company sells exclusively through distribution in the US and Canada. FDC is known as the industry leader in Service, Selection and Reliability.
Our growth and success stems from the standards of excellence we set and the employees who reflect them.
We are seeking individuals who work well within an energetic team and are advocates for company growth and customer satisfaction. Individuals who are change agents by acting with integrity, being kind, being resilient, being engaged and driving for success will make the best fit for our team.
Job Title: Customer Care Agent
Reports to: Customer Care Manager (CCM)
Location(s): South Bend, Indiana
Department: Customer Care Center (CCC)
Direct Reports: None
Employment Type: Full Time Regular
FLSA status: Non-Exempt/Hourly
Available Shifts: Adjustable eight hour shifts starting at 9:30am.
Job Description:
Build sustainable relationships and trust with customer accounts through open, responsive, and interactive communication.
Respond to customer inquiries related to quotes, product availability, pricing, invoicing, and shipping information.
Resolve customer issues, provide appropriate solutions and alternatives with a rapid response, and follow through to confirm resolution.
Responsible for running daily credit card transactions.
Generate and communicate evening bookings report each day for South Bend.
Review and organize purchase order documents to prepare for invoicing next day.
Responsible for printing and organizing all purchase order documents from Reno warehouse.
File backorders daily.
Actively support promotional campaigns via outbound call strategies.
Communicate with other departments to ensure follow through of customer orders and requests such as part #’s, special orders, production exceptions, etc.
Utilize Salesforce and Zendesk platforms to communicate with Territory Managers and Customer Care Agents regarding customer engagement activities.
Promptly respond to customers utilizing Zendesk Email, Chat, and Phone call routings.
Process a high volume of customer purchase orders manually and accurately into ERP system daily to meet FDC’s On-Time, Complete and Error-Free customer commitment.
Engage in companywide Continuous Improvement initiatives and follow 5S standards.
Provide solutions to customer requests for product samples, event materials and marketing literature.
Communicate back-orders and discontinued notifications to customers as appropriate, while suggesting substitutions and alternatives when available.
Collaborate with Territory Managers to meet and exceed customer expectations.
Core Competencies:
Prioritizing, multitasking, strong initiative, and problem-solving skills
Exhibits a high-level attention to detail and strong time management skills
Ability to work well under pressure, within a team, and across departments in a fast-paced environment
Ability to develop, maintain, and build relationships internally and externally
Possesses data entry skills, demonstrating high speed and accuracy
Must work with compassion, be open to change, and demonstrate flexibility
Ability to grasp new concepts quickly and work independently with guidance as needed
Experience, Knowledge and Skills:
Previous experience working with Distribution and/or knowledge of graphic arts or sign industry preferred
Previous success in a customer care/service role
Experience in upselling
Ability to communicate and articulate information both in written form and verbally
Strong organizational and time-management skills, including the ability to handle multiple tasks simultaneously and meet daily deadlines
Ability to learn new systems and follow standard operating procedures
Proficiency in Microsoft Office Suite, Outlook, Excel, Word, PowerPoint
Strong understanding of utilizing the Internet and navigating websites
Physical Requirements of the Job:
Ability to use hands and fingers to grasp, twist and work with the office equipment and other tools/equipment in safe and precise way for 7+ hours per day
Ability to lift to 25 lbs. occasionally using safe lifting practices
Ability to visually read fine or small print, computer screens, and hand-held equipment frequently
Ability to visually perceive color and distinguish between similar colors
Cognitive and reasoning ability to review procedures, compare product specifications, and follow guidelines
Ability to listen to customers/others, problem-solve, and respond accordingly throughout the day
Ability to bend, reach, kneel, squat, twist, push, pull, walk, stoop, crouch, climb and carry items frequently
Ability to respond and be flexible to changing work demands as needed
Ability to read, write and speak core English
Qualifications and Requirements:
Customer Service background required
2-4 years previous experience in an Inside Sales role or Telemarketing role is desirable
High school diploma/GED required (Associate or BS degree in a business/sales/marketing -related field preferred)
This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
EEO/ADA
Company Description Founded in 1988, FDC is one of the sign-making industry’s leading converters and distributors of sign vinyl films, digital media, overlaminates, banners, and heat transfer films with warehouses and converting facilities in both South Bend, Indiana, and Reno, Nevada. The company markets, converts, and distributes leading brands such as 3M, Lumina® by FDC, ASLAN, and Nekoosa exclusively through distribution channels in all 50 states and Canada. Learn more at fdcfilms.com. Company Description Founded in 1988, FDC is one of the sign-making industry’s leading converters and distributors of sign vinyl films, digital media, overlaminates, banners, and heat transfer films with warehouses and converting facilities in both South Bend, Indiana, and Reno, Nevada. The company markets, converts, and distributes leading brands such as 3M, Lumina® by FDC, ASLAN, and Nekoosa exclusively through distribution channels in all 50 states and Canada. Learn more at fdcfilms.com.