Customer Advocate- 11:30am-8pm EST in Lewiston, Maine at Geiger Bros

Hours: 11:30 am to 8:00 pm

Join the largest privately held promotional products company in the US

• Enjoy a competitive compensation package.
• Full benefits package that includes Education Reimbursement and 401k (with match).
• Click side bar links for more information about who we are and what we do.
• Work remotely or hybrid

Job

The role involves providing customer service support to Corporate Programs' customers and assisting in departmental operations under the supervision of the Manager of Operations. Responsibilities include responding to inquiries, processing orders, resolving customer issues, and performing clerical duties to ensure efficient departmental functioning, all while adhering to continuous improvement principles.

Essential Functions

• Respond to inquiries and requests from customers and Program Managers regarding orders for inventory and on-demand merchandise.
• Communicate with customers via chat application.
• Field inquiries and research orders for associates in other departments including A/R, Distribution Center, Billing, and Accounting.
• Receive and process telephone, FAX, email, internet, and written orders from customers.
• Create new customer records and assign budgets when required. Assist website users with resetting passwords and releasing locked accounts.
• Authorize and process inventory returns and exchanges for customers. Open claims for defective or damaged on-demand merchandise and request credits when applicable.
• Research shipping problems with vendors and request claims for damaged or lost packages.
• Correspond with customers regarding incomplete orders, declined credit cards, backorders, etc.
• Provide freight quotes for international shipments.
• Perform various clerical duties in support of department operations and staff, including preparation and distribution of reports to department personnel.
• Perform other related duties as assigned.

Education and Experience

• Computer proficiency and knowledge equivalent to graduation from high school.
• Experience in customer service preferred.

Competencies/Skill

• Strong customer service skills with the ability to effectively communicate with customers and Program Managers.
• Proficiency in using computer applications and tools for order processing and communication, including email, internet, and chat applications.
• Attention to detail and accuracy in processing orders and resolving customer inquiries.
• Problem-solving skills to research orders, resolve issues and handle shipping problems.
• Ability to multitask and prioritize tasks efficiently in a fast-paced environment.
• Clerical skills for performing various administrative duties and preparing reports.
• Adaptability to learn and utilize continuous improvement tools and concepts.
• Multilingual skills are a plus for serving non-English speaking customers.

Physical Requirements

• Prolonged periods of sitting at a desk or computer
• Typing and using a computer keyboard for extended periods.
• Answering phone calls and communicating with customers via email.

Mental Requirements

• Ability to concentrate for extended periods of time paying close attention to detail.
• Ability to handle multiple tasks simultaneously and manage time effectively.

Environmental Requirements:

• Working indoors in a typical office environment.
• Use of standard office equipment such as computers, phones, and printers.
• Interaction with team members and possibly occasional interactions with customers in person, via phone, or email.

Certification

Industry certification at the TAS (Trained Advertising Specialist) level

Supervisor Responsibilities

None

Geiger is an Equal Opportunity/Affirmative Action Employer: We are committed to creating an inclusive environment for all our associates.