Customer Service Associate

Customer Service Associate

Showdown Displays manufactures and supplies event, display and promotional products to the Advertising Specialty and the Promotional Products industry. We also have received recognition for exceptional growth, innovative products, company culture and legendary customer service. We invite you to view some of our products at showdowndisplays.com. We actively live out our core values: Passion for Excellence, Accountability, Respect, Innovation, Teamwork and Integrity. For prospective team members who possess these values, are passionate about what they do and want to truly make a difference, joining our company can be a life-changing opportunity.

Do you have the determination to provide Legendary customer service? Do you want to work with a world class customer care team that has been recognized four years in a row as the "Best Customer Service" by Contact Center World? If so, we are looking for a talented Customer Service Associate to join our growing team. You will be responsible for supporting our customers by taking phone calls, verifying product specifications, and entering orders. In this position you must be proactive and possess the ability to assist, plan, coordinate, and initiate action when appropriate. If you have strong customer facing skills and have a passion for providing a legendary customer service experience we want to hear from you.

What you will be responsible for:

• Provide telephone services to customer when placing request and orders, supply product information and provide status inquires on any open orders
• Responsible for a complete understanding of Acumatica Operating systems, relating to customer order and management processes. The ability to enter and edit orders, manage new account process, credit process and make order revisions. Proof your own and others work is required to ensure accurate and timely work orders and customer satisfaction.
• Retain a thorough understanding of the company's products; including their features, benefits and specifications is required. Competent knowledge of the pricing, manufacturing processes, and company guidelines.
• Attract potential customers by answering product and service questions and suggesting information about other products and services
• Keep records of customer interactions and transactions, recording details of inquiries, updating account information, receiving complaints and comments.
• Resolve customer's service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Maintain financial accounts by processing customer adjustments.
• Communicate with sales representatives on a regular basis concerning customer accounts, product complaints, or delivery delays to achieve annual goals for each region
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Answer phone calls and greet customers in a pleasant, receptive and professional manner, record customer contact information into current data base, answer questions accurately or set return call with information.
• Inform customers of quarterly and monthly specials both verbally and with email.
• Inquire as to customer requirements for catalogs, swatch cards, sell sheets from the current promotions and any other information they may require to become successful distributors of our product
• Scrutinize all information on purchase orders to verify accurate information being given
• Call customers to clarify and obtain missing information, appropriate ship dates and credit card information as applicable
• Submit (or enter) the qualified purchase order to the Order Management Group for proper entry
• Enter all information on the Quote Request, including required additional comments to support the company's ability to quote and gain the order should be sent to the Quote Group with additional typed notes
• Accurately complete the current Claims Process form for submission to the Resolution Department in order to support a fast response to the customer
• Create a work environment that is positive and supports individual efforts and department success
• Treat fellow employees with respect and fairness and a high degree of professionalism
• Create work output that is required from the needs of the department as defined by the supervisor
• Solve problems for customers and other departments. Do no harm to customer relationships with the company.
• Create communication with customers and other department staff when there is a problem
• Create long-term relationships with customers through superior work and professional representation of the company
• Able to recommend product colors and identify text and graphics
• Meets attendance expectations as outlined in the employee handbook
• All other duties as assigned by supervisor

What will you bring to the table (Skills/Experience Required):

• High School Diploma or equivalent
• A minimum of 1 year of experience in customer service
• Computer experience and data entry accuracy are essential. Use of phones, copiers, calculators and other office equipment is required.
• Good grammar and oral communication skills are required including clear speaking voice and positive phone manner.
• Ability to work in teams to ensure that all work required each day is completed each day by the department
• Good mathematical, problem solving, documentation and listening skills
• Ability to receive and learn training as required from supervisors
• Ability to coordinate proper communication between departments to ensure high quality response to customer expectations
• Quality focus with phone and email skills
• Ability to resolve conflict, analyze information, and multi-task in a fast paced environment with frequent interruptions and time pressures
• Strong oral and written communication skills
• Strong interpersonal skills
• A minimum of 1 year of experience in customer service
• Proficiency in Microsoft Office Suite and the ability to utilize proprietary computer programs

What will you enjoy from working with us?

• Recognition for your hard work and achievements!
• Opportunity for new challenges! We are growing!
• Competitive pay and benefits including 401k!
• Paid training.
• Fun work environment built on six Core Values ~ Passion for Excellence, Accountability, Respect, Innovation, Teamwork and Integrity. This is not just a poster on the wall!
• Great employee referral program! Refer someone and earn cash! How legendary is that?
• Strong leadership team!
• An organization that gives back we strongly support Common Hope.
• An organization that you will be proud to work for!

Physical and Mental Demands, and Work Environment: The physical and mental demand, and work environmental requirements described here are representative of those an individual encounters while performing the essential functions of this position. 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 for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, office printer or copier, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Clear communication skills for phone calls, meetings and written correspondence. Ability to communicate effectively in-person, over the phone, and via digital platforms. Listening to instructions and customers, ability to read and interpret information on screens. May require repetitive motions such as typing, using a mouse, or dialing a phone. Specific vision abilities include color recognition and color vison, close vision, and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Exposure to standard office equipment noise such as printers, phones, and conversations.

If you can demonstrate your extraordinary successes in the areas above, then we would love to hear from you! Please gather your resume, along with a summary of your successes referencing the questions above and apply at showdowndisplays.com.

Offers are contingent upon passing all background checks, criminal check and professional reference checks.

Showdown Displays is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Showdown Displays participates in E-Verify and will provide the U.S. Department of Homeland Security (DHS) and the Social Security Administration (SSA) with information from each new employee's Form I-9 to confirm work authorization. For more information, please review the official E-Verify Participation Poster and Right to Work Poster.

The pay rate for this role is $18.75 per hour. The actual pay offered may vary based upon, but not limited to: education, skills, experience, certifications, proficiency, performance, shift and location. In addition to hourly pay the total compensation package also includes participation in a profit-sharing program. Showdown Displays offers benefits including medical, dental, and vision coverage, paid time off, short- and long-term disability insurance,