Job Description

JOIN THE ROLAND FAMILY Roland DGA Corporation is the U.S.-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Founded in 1981 and listed on the Tokyo Stock Exchange, Roland DG is the world’s number one provider of wide-format inkjet printers for the durable graphics market. We are a nine-time winner of the Top Work Place Award in Orange County, offer a creative, team-oriented environment and a competitive compensation package, including continuing education and 401k match.

POSITION PURPOSE Under the direction of the Customer Service Supervisor, the Customer Service Representative will provide customer service support to Roland DGA dealers, Regional Sales Managers, and end-users. We are looking for a passionate and committed individual to deliver an exceptional customer experience.

ESSENTIAL FUNCTIONS AND BASIC DUTIES • Create and maintain relationships with our customer base to better understand and achieve their needs. • Handle incoming calls, emails, and chats, providing exceptional customer service. • Accurately record new customer accounts in Salesforce and update contact data profiles. • Process sales orders and inquiries based on inventory levels and scheduled receivables. • Process requests for returns or sales adjustments. • Review and approve sales orders and returns input by automated systems or department staff. • Encourages the sale of consumable supplies and extended service contracts. • Manage backorders and allocation process. • Provides training to new team members, as necessary. • Provide reception coverage as needed. • Demonstrate full compliance to company sales and compliance standards. • Fully leverage all resources and support available. • Other duties as directed by Supervisor and Manager(s).

PERFORMANCE MEASUREMENTS • Customer Focus - Timely and accurate entering of customer purchase orders (daily). • Customer Focus - Timely and accurate processing of backorders, adjustments, and returns (daily). • Customer Focus - Maintain an order entry accuracy level of 98% or better. • Customer Focus - Maintain a “calls answered” rate 98% or better. • Customer Focus - Assume 100% Ownership of all customer inquiries and necessary follow up. • Teamwork – Share common tasks to accomplish departmental goals & objectives. • Cooperation – Relative to other departments to achieve company goals & objectives. • Attendance & Punctuality – Within company & department policies & guidelines. • Dependability – Timeliness of accomplishment of daily, weekly, monthly and/or special tasks. • Problem Solving, Analytical Skills, and Judgment – Identifying discrepancies and errors prior to releasing orders. Displays creativity and resourcefulness in solving customer problems. • Commitment to Quality – Accuracy, timeliness, strong product knowledge and good documentation abilities • Peer comments on annual review used as indicator of performance. • Others as set by Supervisor and/or Manager.

QUALIFICATIONS

EDUCATION/CERTIFICATION: AA DEGREE +

REQUIRED KNOWLEDGE: BILINGUAL ENGLISH/SPANISH PREFERRED, HIGH TECH INDUSTRY A PLUS, IMPORT/EXPORT EXPERIENCE A PLUS

EXPERIENCE REQUIRED: TWO YEARS EXPERIENCE IN A CUSTOMER SVC/SALES ENVIRONMENT

SKILLS/ABILITIES: MS OFFICE SUITE, 2+ YEARS CUSTOMER SERVICE EXPERIENCE, EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS, GOOD TIME MANAGEMENT AND ORGANIZATION SKILLS, TEAM PLAYER

Company Description

About Roland DGA Roland DGA Corporation is the U.S.-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Founded in 1981 and listed on the Tokyo Stock Exchange, Roland DG is the world's number one provider of wide-format inkjet printers for the durable graphics market. We are Roland DGA, a 9-time winner of the Top Workplace in Orange County award and we need more stellar people like you to join our team!