Specialist, Advertising Customer Service

Mô tả công việc

United Stationers is a pure wholesale distributor of a broad range of business products including office, janitorial, break room and industrial supplies. We “win from the middle of the supply chain” by enabling the success of our suppliers, our reseller customers, our associates, and the communities we serve.  By stocking a broad range of products across key market channels, and by offering sophisticated logistical capabilities and innovative value-added services, we enable our resellers to respond efficiently to the demand for business products from millions of consumers. By giving our suppliers logistical excellence and broad market reach, we enable their success. Join United Stationers, a Fortune 500 company, and you'll enjoy a comprehensive benefits package that uniquely meets the needs of you and your family.   United Stationers is an equal opportunity employer and will not discriminate on the basis of race, color, religion, sex, national origin, disability or protected veteran status. Primary Purpose  This position provides various customer service functions to external and internal customers by determining and meeting their needs, providing information, answering their questions and providing marketing program support. Major Responsibilities •         Communicates with customers by telephone, email and/or in person, explaining services and procedures; assists customers in ordering marketing materials and services desired.•         Records orders using the Advertising Order Entry (AdvOE) program; obtains necessary information for entering and processing orders.  •         Verifies that the customer personalization assets are correct for the customer and type of order. •         Follows up on orders; keeps customers informed of order progress; obtains additional informa­tion, if necessary, for order completion.•         Responds to customers' inquiries about orders.  Receives, evaluates, and answers customer inquiries in a timely and professional manner.•         Addresses customer problems, complaints, order errors, damage claims, etc., and offers expedited resolution options balancing the customer's needs with United's costs.•         Compiles periodic reports.•         Stays abreast of current marketing program prices and service offerings. Provides cost estimates upon request, prices orders for billing and provides pricing information to other associates.•         May train administrative personnel in customer service work related to entering and processing orders and related services.•         Represents the company to customers. May maintain a direct, continuing relationship with certain customers.•         Performs as a subject matter expert for specific programs (Solutions Central, On Demand, etc.).•         Understands and demonstrates United Stationers' Core Values.•         Performs other duties as assigned. Skills/Knowledge Required •         Ability to communicate effectively both orally and in writing, in person, by email and by telephone.•         Ability to advise customers tactfully concerning the best course of action in obtaining services; to perform relatively difficult clerical and typing tasks; to make arithmetic computa­tions; and to meet and deal with internal and external customers in a pleasant and efficient manner.•         Analytical ability sufficient to carry out assignments guided by general procedures that are repetitive and short-term in nature, i.e., obtaining sufficient order information from customer, extracting information from documents, preparing instruments for recording.•         Strong trouble shooting skills to investigate customer problems, complaints and errors.•         Compile periodic reports.•         Ability to work independently with limited supervision.•         Basic knowledge of Microsoft Windows, Outlook, Excel and internal systems (AdvOE and Query). Education and Experience •         High school graduation/equivalent with three years of experience in order processing, public records or recording or an equivalent combination of education and experience.•         Minimum 2 years experience in a role involving direct interactions with customers.