Job Description

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 expectation.

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.

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)

• 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.

• Process vendor acknowledgments/proof approvals on the same day received.

• Ensure Job Tracker is completed daily (i.e. no records found)

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.

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.

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.

• Tasks do not expose employee to physically unpleasant or hazardous conditions.

Company Description

Outside the box thinking is often praised, but at 3Point Brand Management, we believe what’s inside the box is equally important. We are brand experts. We supply branded apparel, promotional marketing to companies. our brand is your identity, and we are here to help you shine. Our team prides itself on their creativity, resourcefulness, and are dedicated to fully understanding your business in order to develop unique and focused ideas that help you stand out from the competition. When you spend the majority of your day in the office, you want it be comfortable and fun. In our spacious showroom, the largest on the West Coast,