Careers > Customer Care / Customer Service Representative

A dynamic wholesale/retail gift business is looking to add a Customer Service Representative to our team!
We are seeking smart, motivated, quick learners to respond to our growing customer service demands.

Note: Interaction is primarily via email and telephone - excellent communications skills and attention to details are a must! Primarily work out of your own home on the hours of 9 – 5 EST.
Possible occasional travel to trade shows once or twice a year.

Duties may include, but are not limited to the following:

  • Liaison between Sales / Marketing / Operations
  • Receive and process orders via phone, fax and email
  • Answer phones during set business hours
  • Batch export orders to warehouse for shipping / fulfillment
  • Monitor warehouse activity to ensure timely and accurate processing of customer orders
  • Review and report warehouse issues with management as necessary.
  • Distribute wholesale pricing, product catalogs and marketing literature upon request.
  • Provide product information and items suggestions to existing and new accounts
  • Update and maintain account (customer) database for accuracy
  • Establish accurate information for new accounts (customers), including shipping and special handling requirements.
  • Notify accounts (customers) of out of stock, back orders and shipping status
  • Notify Sales Reps of out of stock, back orders and provide weekly order confirmation.
  • Process and rectify customer claims process for overages, shortages, damages and claims related to non–compliance charge backs.
  • Resolve invoice discrepancies and non-compliance charge-backs to prevent recurrence, mitigate financial impact to business and enhance customer satisfaction.
  • Contact accounts (customers) to resolve accounts receivables aging and overdue invoices.
  • Process credit memos as related to invoice discrepancies, shipping issues and returns.
  • Process direct sample requests from Sales Reps and Sales Director (for showrooms/tradeshows)
  • Communicate special offers/ promotions to accounts (customers) (may also need to manage pricing modifiers (levels) within Salesforce)
  • Develop and maintain Customer Service Dept. processes.
  • Occasionally participation in industry trade shows w/ Sales Director.

 Knowledge Of:

  • Basic operations: shipping, inventory and domestic logistics processes
  • Routing Guides
  • Wholesale customer service and account management
  • Basic Bookkeeping
  • Customer Relationship Management system
  • Support/Ticketing system
Skills REQUIRED:
  • Excellent written and phone communication
  • Competence with problem-solving and ability to resolve issues promptly
  • Pro-active, creative and self-motivated work style
  • Proven ability to effectively manage multiple projects amid changing priorities
  • Consistently deliver superior results in a fast-paced environment within given deadlines
  • Excellent attention to detail
  • Microsoft excel
  • Ability to work independently from your home
  • High fluency with computers, internet, social media
Helpful Experience: (Past experience not as important as ability to learn skills quickly)
  • Customer care/ service in wholesale / gift-industry helpful
  • Sales either direct or support in wholesale / gift industry helpful
  • Knowledge of QuickBooks and Salesforce helpful.
  • Facility with Apple products helpful.
  • Since you will be working primarily from your own home, you must have your own reliable high-speed Internet connection. You must also have reliable access to a computer and phone line.
TO APPLY: 
Please send the following to jobs@newyorkpuzzlecompany.com
  1. Resume
  2. Cover Letter. The cover letter should address all of the following:
    • Why would you like to work for New York Puzzle Company.
    • Your experience with working remotely.
    • Which puzzle you would want to receive on your first day, if hired.

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