Job Description

Retail Customer Service Representative

Eagle Promotions is seeking a Retail Customer Service Representative. This role supports key business clients and retail partners through high-level customer service, order management, and internal coordination. The ideal candidate will have prior experience managing B2B customer accounts, working with internal departments, and ensuring a seamless client experience from order entry through delivery.

This is not a retail store or call center position ; we are looking for individuals with experience supporting corporate clients in a product-based environment.

Job Description Summary:

The Retail Customer Service Representative at Eagle Promotions will have the opportunity to work within an established team to service the needs of our Retail customers along with other assigned clients. As an integral part of the retail team, you will be responsible for the accurate processing of customer purchase orders as well as other assigned duties as needed.

Responsibilities:

• Accurate and timely order processing

• Order component purchasing

• Working within the customer order system for orders and revisions

• Routing paperwork and PO’s throughout internal system from the beginning to the end of an order

• Resolving stock issues as they arise

• Communication with assigned leads on order status and PO’s

• Build and maintain awareness of ongoing orders, expectations, and changes that occur

• Organizing and maintaining an accurate inventory count on all pre-printed goods from production

• Maintain retail style retail packets for easy reference

• Cross-train to assist other team members when needed

Required Skills:

• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) required

• Familiarity with FileMaker and ESP sourcing online not required but highly desired

• 1 - 2 years of data entry experience

• Must be extremely organized and detail oriented

• Must be confident with learning new processes, computer programs, and retaining information

• Expert in task and timeline management, order processing, and warehouse operations

• Excellent Problem-Solving Skills

• Maintains composure and is not deterred by difficult processes or challenges

• Looking to constantly improve service in both internal and external facing interactions

• Must possess positivity and bring a “can-do” attitude to every situation

• Maintain courteous and patient working relationships with customers and co-workers

• Promotional products industry experience a plus

• Must be fluent in English, the ability to speak Spanish is a plus

Education and/or Experience:

• High School Diploma or Associates Degree

Company Expectations:

• Uphold company culture and mission statement

• Exhibit exceptional customer service skills within company guidelines

• Possess a positive attitude, motivation and ability to learn

• Display strong work ethic relative to punctuality, discipline and a sense of responsibility

• Ability to work collaboratively, communicate effectively and display commitment

• Have effective communication skills (listening, verbal, and written)

• Practice multicultural sensitivity and awareness

• Ability to take constructive feedback with adaptability and flexibility

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