Customer Service Representative

Company Overview and History

Happiness is handmade. That's what Prym Consumer stands for! With a comprehensive portfolio of sewing, knitting, and crocheting products and matching accessories, we enable people everywhere to express their creativity, craftsmanship, and individuality in their own projects.

Prym Consumer is a trusted brand for end customers and a reliable partner for retailers worldwide. As part of the Prym Group, we have stood for craftsmanship excellence and entrepreneurial vision since 1530. We are guided by our commitment to constantly rethinking creative handicrafts. If you want to grow with a brand that combines tradition and innovation, Prym Consumer is the right platform for you.

Summary/Objective

The Customer Service Representative will be responsible for order processing, data entry, customer support, debit memos, or credits in a timely manner. Receive necessary approval and verify correctness before posting to the appropriate Accounting GL lines.

Essential Functions

• Answers telephone related to customer orders, inquiries regarding current orders, questions regarding the purchasing of product. Analyzes requests and provides information or ascertains who can best provide the information. Routes calls to the proper person. Resolve customer questions related to orders, takes orders as needed.
• Work with customer and finance department to resolve invoice shortages, disputes, claims.
• Enters orders received by fax / e-mail / telephone into SAP.
• Misc. clerical. Contacts customers to ascertain data omitted on orders. Processes requests for sales sheets, catalogs, etc. Responds to e-mail inquiries. Communicates with other departments including sales, purchasing, distribution regarding questions on orders.
• Processes the initial paperwork on returns to the company. Forwards information to the returns clerk.
• Other duties as assigned

Required Education and Experience

• Associate's Degree in General Business, Accounting , or other related degree
• 2-4 years experience in proven work experience in Customer Service or a similar role.
• Must be proficient in MS Office products including Word, Excel and PowerPoint, SharePoint and Teams
• Strong interpersonal and communication skills, both written and verbal.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Detail-oriented with excellent organizational and multitasking abilities.
• Achiever mindset – self motivated, driven and passionate about sales and achieving quarterly and annual targets
• Ability to work collaboratively with cross-functional teams and stakeholders.

Preferred Education and Experience

• Bachelor's Degree in General Business or Accounting
• 1-3 years work history with auditing and disputing charges/claims
• Experience in the warehouse/distribution industry
• Experience with big box retailers such as Wal-Mart or Michael's is a plus

Supervisory Responsibility

This position has no supervisory function

Career Path Progression from this position

Lead Customer Service Representative

Business Analyst

Customer Service Manager

Travel

This position does not require travel

Work Environment or Working Conditions

This job operates in a combination of professional office and warehouse environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Additionally, this role will encounter equipment and heavy power industrial vehicles, with high noise levels possible in the warehouse setting.

Physical Demands

• Ability to lift 5 – 20 lbs periodically and 50lbs on occasion
• Ability to stand/walk for up to 8 hours
• Ability to sit for up to 8 hours

Company Offerings

• Health Benefits - Medical, Dental, Vision, and Supplementals (i.e. Accident, Hospital, Pet)
• 401k Discretionary contribution with Company Match
• Safe Harbor (401k Company Profit Sharing)
• Paid-time Off (available within first 6 months)
• Hybrid Work Schedule
• 11 Paid Company Holidays

EEO Statement

EOE/Vet/Disabled