Customer Care Representative

Customer Care Representative

Who we are:

Studio M is a family owned and operated company of about 100 people based in St. Louis Missouri (Fenton area). We design manufacture and distribute artbased gift and dcor products for the home and garden.

the role:

The Customer Care Representative (CCR) will be responsible for delivering exceptional customer service by quickly and effectively answering questions processing orders and solving problems for our customers. Success in this role will be achieved through accurate data entry and analysis prompt response to telephone and email inquiries timely problem resolution ensuring a positive customer experience enhancing customer satisfaction rates and impacting customer retention rates. This position works independently on tasks to contribute to a team goal and in a team on projects as assigned. The ability to work well with others is crucial.

Responsibilities

• Reporting to the Customer Care Manager the Customer Care Representative will:

• Maintain a steady volume of inbound calls emails and tasks. Prioritize workload to ensure all deadlines are achieved.

• Process incoming orders and provide follow up as warranted.

• Record customer interactions and input clear notes in the account profile.

• Provide general company and product knowledge to customers.

• Provide service beyond expectation by anticipating identifying assessing and solving B2C and B2B inquiries concerns and/or complaints. Identifying and escalating priority issues when necessary.

• Establish and maintain effective relationships with customers by gaining their trust and respect through responsive customer service. Collaborate with other departments to create an excellent customer experience.

• Impact time to resolution by being knowledgeable and communicating effectively.

• Conduct customer surveys first order follow up or other satisfaction assessments as assigned. Share customer feedback regarding opportunities for improvement when they arise.

• Assist in creating and maintaining the departments knowledge base.

• Contribute to building a continuous improvement culture with consideration of all company assets and employees.

Knowledge skills and abilities

• Data entry data analysis and customer database management. Consistent attention to detail and accuracy.

• Strong organizational and multitasking skills with ability to focus prioritize workload and manage time effectively.

• Ability to excel while working independently and within a supportive team environment.

• Possessing a great attitude and positive approach to all tasks. Versatility flexibility and a willingness to perform within constantly changing priorities.

• Excellent communications skills both verbal and written.

• Exceptional listening and problemsolving skills with the ability to anticipate needs and be a solution provider.

• Actively demonstrates professionalism attentiveness and patience. Ability to always remain courteous and calm even during moments of customer displeasure.

Requirements

• 5 years of B2B customer service experience required.

• Knowledge of the retail and/or manufacturing industries helpful.

• Technical aptitude proficient in Microsoft Office applications such as Excel Word and Outlook. NetSuite and HubSpot or other CRM experience a plus.

• High School Diploma required. Associates degree preferred.

Physical demands and work environment

• Frequently required to sit talk hear and utilize hand and finger dexterity.

• Frequently required to utilize visual acuity to read information and use a keyboard.

• May have limited exposure to manufacturing areas while onsite that require usage of PPE including but not limited to closed toed rubber sole shoes.

Schedule

8:30am 5pm

On occasion over time may be required.

Job type

Fulltime hourly

Work location

Variable

3 months on the job training period at Studio M corporate office. Following successful training period ability to work remotely and in the Studio M office as assigned.

What we offer:

• Competitive wages

• Generous benefits package:

• Medical dental vision insurance

• 401(k) program with matching

• 14 business days per year of PTO/vacation/sick leave (accrued with hours worked)

• Life insurance and longterm disability insurance

• Employee assistance program resources and guidance to help with parenting senior care home services wellness legal financial services or whatever personal challenge you might face

• Employee discount

• Casual familyfriendly work environment we treat our team like human beings (not like robots) and well work with you to accommodate the demands of your life outside of work.

• Opportunities for growth.