Job Summary The Customer Service Representative serves as an important point of contact between Party Direct and its customers. This position is responsible for providing friendly, professional, and efficient customer service while assisting with order processing, customer accounts, invoicing, problem resolution, and general administrative responsibilities. The Customer Service Representative works closely with the Business Manager, shipping department, sales, accounting, and other team members to ensure orders are processed accurately and efficiently and that customers receive an exceptional level of service. The ideal candidate is dependable, organized, detail-oriented, comfortable working with computers and business software, and capable of managing multiple responsibilities while maintaining a positive and professional attitude.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answer customer questions and provide assistance by phone, email, text message, and in person.
• Answer and screen incoming phone calls and route calls to the appropriate team member when necessary.
• Greet customers and visitors entering the office and assist or direct them appropriately.
• Receive and process customer orders placed online, by phone, or in person.
• Review orders for accuracy, including customer information, products, quantities, pricing, shipping information, and special instructions.
• Verify product availability and communicate potential inventory issues to customers.
• Recommend appropriate substitutions or alternative products when requested items are unavailable.
• Communicate completed orders and necessary information to the shipping department for processing and fulfillment.
• Coordinate with the shipping department regarding order questions, changes, shortages, rush orders, or other customer needs.
• Invoice sales orders accurately and distribute invoices and related information to the appropriate person or department.
• Provide customers with information regarding products, pricing, services, shipping, company policies, and account information.
• Assist customers with account questions and maintain accurate contact, billing, shipping, and other account information.
• Resolve customer complaints, order discrepancies, shipping concerns, and other problems in a professional and timely manner.
• Follow up with customers when necessary to ensure questions or problems have been resolved and that substitute products or other solutions are satisfactory.
• Monitor outstanding customer issues and follow through until they are resolved.
• Document important customer conversations, order changes, complaints, and resolutions within the appropriate company systems.
• Assist customers in identifying products that meet their needs and make helpful product recommendations when appropriate.
• Communicate customer feedback, recurring issues, product requests, and potential sales opportunities to management.
• Meet established customer service goals, including response times, customer satisfaction, accuracy, and call-handling expectations.
• Maintain accurate and up-to-date customer files and records.
• Maintain confidentiality of customer, company, pricing, and account information.
• Perform filing, data entry, and other general administrative duties as time allows.
• Assist other departments during busy periods as needed.
• Perform other duties and responsibilities as assigned.

QUALIFICATIONS

• Excellent written, verbal, and interpersonal communication skills.
• Strong customer service skills with a friendly and professional demeanor.
• Excellent organizational, time-management, and prioritization skills.
• Strong attention to detail and commitment to accuracy.
• Ability to manage multiple tasks and customer requests simultaneously.
• Ability to remain professional and solution-oriented when handling customer complaints or challenging situations.
• Positive attitude and willingness to work as part of a team.
• Service-oriented and committed to providing an excellent customer experience.
• Self-motivated with the ability to work independently with minimal supervision.
• Strong problem-solving and decision-making skills.
• Dependable, punctual, and able to maintain a consistent work schedule.
• Comfortable learning new products, procedures, and computer systems.
• Ability to effectively use or learn QuickBooks Enterprise, the company's VoIP phone system, Microsoft Excel, Microsoft Word, email, and other business software.

LANGUAGE SKILLS

• Must be able to speak, read, and write English fluently.
• Bilingual or multilingual skills are a plus.

PREFERRED EXPERIENCE

Previous experience in customer service, order processing, office administration, inside sales, retail, wholesale distribution, or a similar customer-facing position is preferred. Experience using QuickBooks Enterprise or working in an order-processing or distribution environment is a plus.

PHYSICAL & WORK REQUIREMENTS

The physical and work requirements listed below are representative of those necessary to successfully perform the essential functions of this position.

• Ability to work primarily in an office environment for extended periods.
• Ability to sit and/or stand for extended periods throughout the workday.
• Regular use of a computer, keyboard, mouse, telephone, and other standard office equipment.
• Ability to communicate effectively by telephone, electronically, and in person.
• Ability to occasionally bend, reach, stoop, or move around the office and warehouse areas as needed.
• Ability to occasionally lift, carry, or move packages, office supplies, or products weighing up to 25 pounds .
• Ability to maintain concentration and accuracy while working in an environment that may include frequent phone calls, customer interactions, interruptions, and multiple priorities.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Pay:

$16.00 - $18.00 per hour Expected hours: 35.0 - 40.0 per week

Work Location:

In person