Job Description

We're looking for skilled, experienced and hardworking applicants who share our core values and care about things like setting high goals, teamwork, integrity, accountability, quality, and a commitment to customer satisfaction.

If this sounds like a good fit for you, then we want you on the Digital Room team!  APPLY TODAY!

DESCRIPTION

We are seeking a creative and energetic Customer Service Representative to assist with all aspects of Digital Room product customization. The right candidate will be kind and helpful, detail oriented and computer savvy.  The customer service representative, will act as a liaison, provide product/services information and resolve any emerging problems that our customers have.  The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

JOB DESCRIPTION

KNOWLEDGE/SKILLS REQUIRED:

• 1 year + experience in customer service.
• Excellent analytical, problem solving, and decision making skills.
• Can navigate and use relevant functionalities in IMS well including downloading reports.
• Proficient Communicator (excellent verbal and written communication skills)
• Excellent prioritization and time management skills
• Excellent computer skills (MS Office)
• Good organizational skills
• Attention to detail.
• Ability to read, write, speak & understand English.
• Ability to multi task with changing priorities.
• Customer centric and has a positive can-do attitude. written and verbal communication skills.

PRIMARY DUTIES & RESPONSIBILITIES:

• Assist customers with pick up of orders. This includes welcoming customer by greeting them and offering them Assistance. Advising customers by providing information on products & services. Helping customers make selections by building customer confidence, offering suggestions, and answering questions.
• Coordinate with key production personnel to identify items that will not meet deadline.
• Follow up with production items that are delayed/late for pickup or delivery.
• Conduct quality checks on all items that are endorsed for checking before they are shipped or delivered to pick up locations.
• Provide feedback on identified issues/concerns that need to be addressed and when capable provide suggestions or be part of the team to address concerns and improve processes. This includes escalating concerns to leadership when deemed necessary.
• Run AM/PM pick up reports. Final EOD reports. Make sure all in-transit and picked up items have been updated.
• Follow up on status of late jobs & upgrade shipping method if needed or offer alternate solutions.
• Respond to all will call emails within 1 hour.
• Create PT and alert IRS Team of any quality related issues.
• Handling all customer facing escalations at will call (If CSA is not available, a member of the IRS team will go down to take care of the customer.)
• Tracking information follow ups
• Group ship make sure they are completed & maintain shipping calendar.
• If a job is at will call and needs to be shipped (last minute & changes cannot be made in the portal)-ship it & make sure tracking information is in the portal. *Job status (if not updated accordingly in the CS portal) *Overnight/Special Sample check pack request. *Customer related that is not offered on website. *Set up courier.*Freight quotes. *Recycle job
• Must be available for any required overtime based on business needs.
• Must be proactive with completing other duties as assigned.

Company Description

Digital Room is a high-growth ecommerce company serving Small and Medium Sized Businesses (SMBs) with high quality customized marketing and branding products and services. As a trusted leader in the markets we serve, our business is based on consistently delivering a high-quality product, on time, at a fair price. We have grown consistently by expanding our product offering and winning new customers in existing brands as well as through strategic acquisitions. We have a strong company culture rooted in our core values: Dedication & Collaboration, Quality Driven, Data Driven Mindset, Customer Driven, Drive to Succeed, and Professionalism & Integrity. Digital Room operates multiple brands with unique value propositions, led by the flagship UPrinting brand. Other brands include PrintRunner.com, NextDayFlyers.com, PrintPlace.com, 48HoursPrint.com, LogoSportswear.com, eSigns, Packola.com and Signs.com. The business is vertically integrated with a network of seven manufacturing locations across the US. Our broad array of products include: Traditional Marketing Collateral, Stickers & Labels, Packaging, Promotional Products, and Signs & Banners. Our Los Angeles headquarters is joined by professional staff in each manufacturing location as well as in three offices in the Philippines. The company’s over 1,800 employees worldwide work closely together and around the clock to deliver the speedy and reliable service that continues to win the trust and loyalty of thousands of customers every day What are the perks and benefits of working at Digital Room? • A chance to work with the best print professionals in a fast paced, collaborative, and fun environment. • Competitive Pay • Growth Opportunities • Comprehensive health, dental, vision coverage • Employer Match 401(k) - limits apply • Company sponsored Life and AD&D Insurance • Flexible Spending Account • Voluntary Benefits • Paid Holidays and Paid Time Off (PTO) • Fabulous Employee Discounts across all products • Company-sponsored trainings and certifications • Best in class print technology and safe work environment • Fun at work events and much more