• Job Description

  Req#: 3367230

  Description

  Hub Pen Company, part of the HPG Brands, is an award-winning supplier in the promotional products industry supplying imprinted quality writing instruments to its distributors throughout the United States and Canada. This is a career opportunity to join our dynamic, fast growing, privately held company, and become part of our winning team.

  
  

  We are looking for a customer-oriented service representative. A Customer Service Representative (CSR) who will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency.

  
  

  This position is Hybrid, allowing for a hybrid work from home schedule after completion of training. But you must be able to come into the office in Braintree, MA.

  
  

  The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and CSRs can gather that for you. Problem-solving in a fast-paced environment also comes naturally to Customer Service Representatives. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

  The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. If this sounds like you, we would like to talk with you about joining our team as a Customer Service Representative!

  
  

  Key Responsibilities: The key responsibilities or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.

  • Manage a high volume of correspondence with customers via telephone and e-mail to communicate information regarding prospective orders, order status, samples, and completed orders
  • Handle customer complaints relating to pricing, shipping, quality, etc.; provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Document all communication with customers regarding changes or additions to orders
  • Interact with all areas of the office and production to facilitate the flow of orders to meet customers requested shipment dates
  • Use internal software system to keep orders progressing through the system
  • Partner with internal teams to meet and exceed customer's expectations
  • Keep records of customer interactions, process customer accounts and file documents
  • Take the extra mile to engage customers
  • Other tasks as required

  Requirements

  Recommended Minimum Qualifications:

  Education and Experience: or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the key responsibilities of the job.

  • Minimum of two years of customer service experience
  • Familiarity with CRM handling skills and active listen, NetSuite experience is a plus
  • Excellent verbal and written communication and presentation skills
  • Detail oriented with the ability to multitask, manage time, and communicate effectively
  • Ability to present a professional response to the customer using both telephone and computer correspondence
  • Must be able to work independently while being a proactive team member
  • Able to work well under pressure to output high-volume, high-quality work
  • Solution provider with a positive “can-do “attitude
  • Ability to work overtime hours as needed

  Physical and Mental Requirements The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.
  Physical Skills:

  • The demands are in the nature to stand, sit, and move within the office
  • Utilization of office equipment, and the capacity to lift up to 20 pounds

  Motor Skills:

  • Duties may involve hand-eye coordination and physical dexterity

  Visual Skills:

  • An ability to read, see, and differentiate between color is not necessary

  Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Health savings account
  • Employee assistance program
  • Employee discount
  • Life insurance
  • Paid time off
  • 401(k)
  • Referral program

  Hub Pen Company is an Equal Opportunity Employer. We do not tolerate discrimination and will extend equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), ancestry, national origin, age (40 or older), physical or mental disability, genetic information, marital status, arrest and conviction information, membership in the uniformed services, veteran status, or any other category protected by federal, state, or local laws.

• About the company

  Hub stands for quality pens with exceptional service. That stellar reputation has been gratefully earned over more than 65 years of pen innovation, honing top quality imprinting processes, and above all, delivering above customer expectations.

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