Customer Support Specialist - #1408945

ARMOR-IIMAK, the industry leader in Thermal Transfer Ribbon manufacturing, is looking to add a Customer Service Representative to their North American headquarters located in Amherst, New York.

As a Customer Service Representative, you will work in conjunction with an Account Manager to ensure that ARMOR-IIMAK’s customers are being provided with a high level of care and support. Our team approach to service ensures that our internal and external customers are provided with the tools and resources they need to be successful. Our Customer Service Representatives are trained and encouraged to focus on the customer experience through building relationships, maintaining a focus on quality, and acting as a trusted advisor. Our team provides advice and guidance to help the customer pick the best products and grow their book of business. Our ideal candidate is energetic, has a glass-half full mentality and thrives in a fast paced, fun, team environment.

Responsibilities Include

• Engage with ARMOR-IIMAK customers while providing sales support through a variety of channels: e-mail, web, phone, etc.
• Process incoming orders with accuracy– Verify and maintain customer profile information in management system
• Input orders following customer instructions, internal policies such as shipping cutoffs and core value
• Review pricing quotes and troubleshoot pricing discrepancies
• Create and maintain customer part number linking in our systems
• Perform tasks related to monitoring and releasing order from customer, manufacturing and credit hold
• Interface with Customer Care Planning to secure delivery dates and Shipping to determine shipping methods and freight quotes
• Review and release orders received from the web and process EDI orders
• Provide sales support with Account Managers in reference to administration and account maintenance
• Field calls, support assigned primary and secondary accounts, answer application, printer, and ribbon questions, cross reference competitor inks and part numbers and when appropriate, advise customers on how to switch to core products for cost savings
• Other order inquires i.e. - pricing, product availability, shipping and tracking information
• Process customer complaints in a timely and professional manner, work to establish positive communication with customers
• Communicate customer issues– i.e. complaints, competitive information, samples, etc.
  
  

Who You Are

• You are a people person, who enjoys helping others
• You are organized, driven and enjoy finding solutions and meeting the needs of your customers
• You are an excellent communicator both verbally and when writing
• You are comfortable working on a computer and find it easy to navigate through more than one system at a time
• You have great time management skills and enjoy collaborating with your team
  
  

What You Have

• At least two years of previous experience in a customer service role required, Associates or Bachelor’s degree a plus
• Goal oriented, self-motivated, and able to meet deadlines while prioritizing and managing multiple tasks
• Must be able to demonstrate a persistent, assertive & confident approach towards selling.
• Strong analytical and PC skills. Experience with Microsoft-AX, Microsoft Office suite, and CRM software is a plus
• Strong attention to detail and excellent organization skills.
• Excellent verbal, written and interpersonal skills with the ability to establish rapport with customers and interact effectively with all levels in organization
  
  

Pay Transparency: Additional factors such candidates work experience, education/training, job-related skills, as well as market and business considerations may influence compensation offered.

ARMOR-IIMAK is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.

Compensation details: 26-29 Yearly Salary