Customer Service Representative

Customer Service Representative Promotional Merchandise

Brand Addition is a global leader in the creative promotional merchandise and marketing arena and one of the largest promotional product distributors in the world. Our reputation for quality, creativity, service and customer satisfaction is second to none. Our impressive client list includes some of the following: Google, Indeed, Edward Jones, Enterprise, eBay, Cadillac, Inter Parfums, and Clarins to name a few. With annual sales in excess of $120 million, Brand Addition employs over 400 people globally across our 8 operations in the US, Europe, and Asia. We focus on providing ethically-sourced promotional merchandise to help some of world's largest brands communicate their brand message on both a local and global basis.

We are looking for a friendly and energetic individual who wants to work closely with our customers to help resolve any issues that arise. Our Customer Service team is our front line to making sure a customer's experience is positive, so we need the right attitude for this position

Essential Duties and Responsibilities:

1. Maintaining a positive, empathetic and professional attitude toward customers at all times
2. Responding promptly to customer inquiries
3. Communicating with customers through various channels
4. Acknowledging and resolving customer complaints
5. Understanding our customers and their products so that you can answer questions
6. Processing orders and requests
7. Communicating and coordinating with team members as necessary
8. Ensuring customer satisfaction and provide professional customer support
9. Reviewing client surveys and respond back according to our guidelines, as well as share important information with key internal team members
10. Reviewing task reports and follow up on assigned functions and orders with internal members or clients in specified or noted timeframes.
11. Noting all interactions w/customer, carriers, internal members) in comments or notes areas in regards to orders and accounts
12. Contacting freight carriers, follow-up on requests with carriers and communicate information as needed to other members or carriers

Necessary Skills:

• Associates degree preferred but not required
• Previous employment experience minimum of 3 years required
• Attention to detail, positive attitude and desire to succeed
• Professional and customer-specific written and verbal communication
• Ability to stay calm when customers are stressed or upset
• Comfortable using computers
• Friendly and polite
• Detail oriented
• Product, website, carrier knowledge
• Ability to follow directions as described in procedures

What you can expect from us:

Culture

• Brand Addition may be fast paced but it's a fun and friendly place to work. We have a big footprint globally but remain personal and transparent in an inspiring and dynamic environment. You can expect quality and value to be built into everything we do. You'll have the support of a close network of colleagues, other teammates and managers to blue sky with and provide counsel and support on any and all projects.

Career and Development

• We want you to develop your career with us and we'll support you every step of the way to help you reach your goals. You can expect to have full induction and training relevant to your role as well as a mentor within the team to help you along the way.