The Customer Service Representative is responsible for providing exceptional service to every customer. S/he will respond to telephone and email customer inquiries in an efficient, professional and friendly manner. S/he also acts as the “voice of the customer” and recommends merchandising, site usability and policy improvements that facilitate customer loyalty and retention.

Responsibilities
• Respond and resolve in/outbound customer service inquires and issues via telephone and email.
• Follow-up with customers regarding outstanding order issues, including customer submitted photos, personalized text and order detail information.
• Identify and recommend merchandising, site usability and policy improvements, based on customer feedback.
• Construct email responses for new customer issues.
• Place, track and close orders through the order fulfillment system.

Experience
• Excellent customer/client communication experience and skills (phone and email) required.
• 3 years experience in customer service environment or equivalent work experience.
• Experience in a retail company (stationery, baby or gifts) a plus.

Qualifications and Skills
• Exceptional communication and interpersonal skills: ability to effectively and concisely communicate and build relationships with customers/vendors.
• Resolution management skills: ability to effectively resolve issues with customers and vendors in a timely manner.
• Excellent organizational skills and attention to detail: ability to prioritize demands and multitask compete daily objectives.
• Willingness and desire to go the extra mile for customers.
• Proficient in using Web browsers, Microsoft Word and Excel.
• Experience with Photo Shop.
• Ability to interact with internal and external vendors to ensure customer and company needs are met according to our Level of Service standards.
• Desire to work in and adapt quickly to a fast-paced, rapidly growing start-up environment.

shawnette.comer@adeccona.com