Job description
SUMMARY
The Customer Solutions Representative is responsible for supporting the customer negotiation and resolution process related with post-shipping decorated order challenges in a professional and timely manner.
FUNDAMENTAL DUTIES
- Delivers a consistent level of service on every call while upholding PCNA’s expectations as it relates to established problem resolution guidelines.
- Maintains expertise in both Canadian and other International areas of the business to ensure accuracy with the resolution and order replacement processes.
- Provides quality customer care with resolutions that are favorable to both the organization and our customer.
- Works as a team with all cross-functional departments (Order Processing, Art, Production, Distribution, Product Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction.
- Supports the entry of all returns and credits associated with assigned orders.
- Ensures replacement orders are submitted to the Order Processing area accurately and in a timely manner.
- Acts as product expert to support all product related challenges including but not limited to the construction and function of all items.
- Shares trend details with other areas of the organization such as Product Development and Production to drive long-term resolutions.
- Responds to customer inquiries within 24 hours.
- Ensures department supervisors and managers are updated on returns and credits based on established guidelines.
- Supports in the Non-Standard Decoration Request process.
- Supports the upkeep of daily tracking of incoming, open, and closed issues.
- Supports problem resolution efforts.
- Performs other duties as assigned.
SKILLS AND KNOWLEDGE
- Strong computer skills
- Above Average typing skills
- Proficient with using Microsoft Outlook.
- Comprehends, analyzes, defines and creatively resolves all types of order issues.
- Portrays professionalism, flexibility, and accuracy in every decision.
MINIMUM QUALIFICATIONS REQUIRED
- High School Equivalent or GED
- 2-3 years customer service experience
- 1 year of PCNA customer facing experience required
Shifts available :
(1) 9:30am - 6pm
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