Customer Service Representative

Job Description

Job Description

Who we are
Papillon Ribbon and Bow makes and sells satin and grosgrain ribbon, luxury gift boxes, and specialty packaging. Our customers are boutique brands, retailers, gift businesses, and packaging distributors. We have been doing this for over 30 years, with our own overseas manufacturing and a customer base that already knows us.

What the job is
You handle order status, reorders, product questions, quotes, and shipping. Most of it follows a clear routine, and we will train you on our products, our order entry process, and when to pull in someone else. You handle routine requests start to finish. For custom quotes, upset accounts, or production questions, you bring in sales or operations and stay on it, keeping the customer updated until there is an answer.

What you would do
- Answer calls and email as the first point of contact, in a polished, professional way
- Enter and verify orders in our system against the customer's purchase order
- Track orders and shipments, and keep customers informed without being asked twice
- Answer product questions confidently: ribbon widths, box sizes, materials, lead times
- Update customer records so the account history is always current
- Sort out routine issues yourself (wrong item, short shipment, tracking). Loop in the right person on the rest, with clean notes
- Capture larger or custom business inquiries completely - company, item, quantity, timeline, ship-to, and notes - and log them in the intake process so the request can be handled without re-asking the customer

 
You will do well here if you
- Write clearly and speak warmly. Our customers expect a professional on the other end 
- Are organized and exact with details like item numbers, quantities, and ship dates 
- Stay calm on a busy day and steady with a frustrated caller 
- Learn products quickly and like knowing your stuff 
- Have customer service experience, whether office, showroom, or phone-based. We will train you on packaging