Customer Service Representative - Sullivans

The Customer Service Representative (CSR) is responsible for providing high quality customer service to our customers via phone and email, as well as when they visit our showroom. CSR's will answer customers' questions, enter orders, and follow up with customers in a friendly and professional manner. CSR's will build and maintain positive rapport with all new and established customers, as well as with co-workers and sales representatives.

Essential Functions:

Customer Service

1. Answer incoming customer service calls with courtesy, professionalism and respect.

• Record information on each call
• Do paperwork and research as necessary to complete the requests of each call
• Take orders and make product suggestions

2. Make outgoing customer service calls to follow up with customers

• Communicate with customers on incomplete orders and back-orders
• Contact customers who do not have an assigned sales rep or in-house consultant to promote new products as necessary
• Contact customers to get approval to ship orders when requested

3. Provide service support as needed.

• Process catalog requests
• Check shortages/warehouse errors as they arise and notify warehouse manager
• Utilize Premier C/S FedEx Tracking to assist with shipping questions and track packages
• Enter claims and replacement orders for damaged/shorted merchandise
• Process paperwork on product that is returned to us and issue credit to the customer
• Review and approve website registrations
• Work closely with data processing and credit departments in keeping account info and order status current
• Monitor reports and queues that show open orders or open tasks that need attention
• Respond to all incoming emails that come into the customer service email
• Additional tasks and special projects may be assigned by the Customer Service Manager as needed

Sales

1. Product Suggestion by Phone

• Utilize new product training to offer product and design ideas to customers
• Attend a gift show and sell product as required (occasional)

Knowledge, Skills & Abilities required:

• Strong organizational and time management skills; ability to multitask effectively
• Effective analytical and decision-making skills
• Effective communication skills
• Attention to detail
• Customer service skills
• Sales skills
• Professional appearance, language and voice
• Ability to follow instructions; multitasking
• Working knowledge of PC, e-mail, Word, Excel, Internet (website usage)

Education and Experience

• High School Diploma or GED Required
• BA/BS or equivalent combination of education and experience
• 2-5 years of customer service experience
• Telephone service and sales experience
• Floral and/or giftware retail experience

Physical demands (must be able to handle with or without reasonable accommodations:

• Normal office environment; generally sedentary; occasional lifting of equipment or files
• Must be able to occasionally lift up to 50 pounds; must be able to lift and carry up to 25 pounds
• Must be able to operate normal office equipment, review work products, file and retrieve files

Regular hours are Monday through Friday, 8-hour days. Mandatory overtime during peak seasons may be required.

This position description is representative of the position as it currently exists. This description may be modified as needed. Essential functions and responsibilities of the position may change over time.

Sullivan's is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.