Customer Service Representative/Data Entry | 3Point Brand Management

3Point Brand Management

Portland, Oregon, Summary of Contribution:
The CSR associate provides great customer service that earns loyal relationships and profitable business.  As a partner with our sales team, they offer exceptional sales support with their knowledge and friendly personal attention.  Together with their salesperson(s), they make a competitive team that is customer driven to generate repeat orders and new revenue streams.
The CSR works within our Facilis Order Flow System to manage orders efficiently and successfully.  They develop supplier relationships, which provide extra support when needed. The CSR takes personal accountability for expediting shipments that meet or exceed our customer’s expectations.
The CSR associate must interface well with our sales representatives and suppliers to create profitable solutions and good feelings.  They lead by example.  Their actions and decisions encourage those who work with them to be dedicated to our vision, mission and values.
Duties and Responsibilities:
Friendly Customer Care and Great Sales Support

Take charge of customer problems, vendor errors and shipping discrepancies by responding the same day with profitable solutions.
Communicate and escalate order issues before problems occur.
Develop and cultivate positive salesperson partnerships with proactive support and personal attention to show you care and reinforce you’re a team
Perform other duties as assigned by the President/Manager from time to time.

Process Submitted Orders Using Our Facilis Order Flow System Within 24hrs

Review Submitted Orders for properly formatted artwork, completeness, accuracy, delivery timeline and acceptable margin. Any job that is found to be noncompliant should be returned to pending and Sales Representative notified immediately by Job Tracker e-mail detailing the issue that must be resolved so job may be processed.
Create and Send Purchase Order (s) and Artwork to Vendor (s) (Alert Accounting and Sales Representative Immediately if unable to process an order due to Past Due Balance or Credit Limit Exceeded by Job Tracker e-mail)
Generate Packing Slips and Backorders as needed
Edit Follow-up Date and Job Tracker with detailed notes as needed so anyone viewing the Job Tracker is well informed and understands current state of job.

Track Orders To Ensure On Time Shipping using the Job Tracker

Contact Vendor to confirm receipt of order/art and obtain ESD, tracking # or proof status and document in order tracker and manage Follow-Up Date
E-mail Order Acknowledgement to Customer once ship date provided by Vendor
Document tracking # including carrier and e-mail Shipping Confirmation to Customer immediately upon receipt
Properly schedule Follow-up Dates for special action orders (Critical or Critical Rush) to ensure on-time shipment and expedite or escalate as applicable.
Process vendor acknowledgments/proof approvals on the same day received.
Follow up with vendors for invoices within 48 hrs after an order has shipped so BI customer is billed in a timely manner and BI can take advantage of rebates by paying our vendors within outlined terms
Edit Purchase Order, Sales Order and Job Description Header as needed to match Vendor Invoice (i.e. Quantity and Cost) to ensure customers billed accurately, Sales Representative commission paid correctly and repeat orders produced correctly.
Ensure Job Tracker is completed daily (i.e. no records found)

Product Knowledge and Supplier Relations

Build relationships with supplier reps by attending office supplier meetings and local tabletop shows (some national shows for Sr. CSR’s.)
Review supplier catalogs and learns product knowledge to quickly provide product ideas and lead-time.

Primary Interactions:  

Personal, phone and email contact with Regional Sales Managers, suppliers and clients on a daily basis.
Personal, phone and email interaction with fellow Team Members including, but not limited to, Regional Sales Managers, Creative Department, Merchandising and Accounting.

Time Allocation:  

Processing Orders: 35 %
Tasks and Daily Follow-up: 45 %
Attending Meetings: 10 %
Miscellaneous:10 %

Competencies :  

Professional, friendly, polite interaction with Regional Sales Managers, Suppliers and Clients.
Professional and customer-specific written communication (typing abilities a must).
Professional and friendly phone voice.
Product knowledge.
Supplier knowledge.
Ability to follow directions as described within Facilis Business Model.
Project Management where kitting projects are involved.
Professional dress.

Education & Experience :  

Bachelor’s degree preferred but not required.
Previous employment experience not required.
Main attributes are an attention to detail, positive attitude and desire to succeed

Physical Demands:

The physical demands are negligible and commensurate with a standard, office-worker employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is generally sedentary, with no specific need for physical coordination or effort.
May require physical effort associated with using a computer to access information, make presentations or occasional standing, walking, lifting needed to carry out everyday activities. Job does not involve travel by air and car.

Work Environment:

The work environment is standard office surroundings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tasks do not expose employee to physically unpleasant or hazardous conditions.

  Salary will depend on past experience and is negotiable.