Position SummaryThe Customer Service Representative (CSR) for Apparel Labeling Solutions (ALS) works in a high-volume and fast-paced environment with time-sensitive customer demands. The CSR is highly solution-driven and accountable for customer satisfaction.
The CSR’s priority is to respond to customer inquiries timely, by partnering with other departments, to ensure customers are satisfied with orders and requests. Works with technical team to resolve online ordering system issues. Resolves day-to-day service concerns for US retailers, brands, and their vendors by trouble-shooting and coordinating with global team members. The CSR is the subject matter expert on Checkpoint’s online ordering system for internal (colleagues) and external customers. Trains customers on online ordering system as needed.
Job Responsibilities•Accountable for same-day responses to customer email inquiries. On average, 125 new or chain emails.
•Coordinates with global print shops for any expedited order on behalf of the customer.
•Communicates customer needs to all relevant stakeholders in the global organization.
•Answers inbound customer calls relating to online ordering issues.
•Ensure on-time service and customer support for production in U.S. print shop
•Follow SOP’s to support effective order management, resolution of customer complaints, credit management, and invoicing.
Education•High school diploma or equivalent. Bachelor’s degree preferred.
Experience•Minimum of two (2) years of experience working in a fast-paced customer service role.
Knowledge, Skills, & Abilities•Proven ability to work under pressure, multi-task, and meet deadlines.
•Excellent verbal & written communication skills. Ability to effectively communicate with internal & external customers.
•Solutions-driven with problem-solving skills.
•Proficient in computer systems (Microsoft Office Suite) and business software (SAP, Oracle, Lawson or other ERP system).
•Attention to detail and accurate data entry.
•Ability to work in team environment and provide strong organizational and planning skills.