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Customer Service Representative
3 months ago
Primary Responsibilities:
- Represent PBK professionally, responsibly, and passionately to all stakeholders.
- Apply a positive customer service attitude in interactions with all customers
- Assist customers with choosing the right products by assessing and understanding their requirements, then recommending products to fill their needs
- Develop and use product knowledge to execute on opportunities to upsell and cross sell
- Utilize scripts and other sales tools to generate new business and/or increase existing business
- Answer, assist, and direct all incoming calls, correspondence, and night messages
- Process orders by phone, web, email, and fax
- Provide pricing and delivery options
- Respond to customer concerns and complaints
- Follow up on customer issues not immediately addressed
- Log all transactions and maintain customer database, contact info, credit card data, emails, tax IDs, and files
- Process requests for general information, catalogs, samples and proactive mailings
- Assist other departments such as but not limited to the PBK Showroom as requested
- Must be able to work Monday through Friday 8AM-4:30PM
- Attend meetings & training
- Other duties as assigned by the supervisor and/or manager
Desired Qualifications & Skill Set:
- High School Diploma or equivalent plus 2+ years of experience in sales (wholesale and/or retail), customer service, or call center environment.
- Intermediate level experience using MS Word, Outlook, and Excel or similar.
- Experience with high volume calling, selling a service or sales is required
- Strong interpersonal skills, professionalism, helpfulness, and passion for customer care
- Excellent written and verbal communication skills, including phone and internet etiquette
- Ability to manage time, prioritize, and shift quickly among various responsibilities
- Willingness to work independently while keeping the greater good of the team a priority
- Accuracy, thoroughness, attention to detail
- Excellent team player and contributor
Benefits for Full-time Employees
- Fun product line from an established, but growing, woman-owned company. (In 2024, we are celebrating 27 years)
- KPRIDE KCREW program - commitment to employee engagement, training, and development
- Medical, Dental and Vision insurance.
- 401K with match.
- PTO and paid holidays; and your birthday off.
- Community participation through Kathy's Circle of Friends (program for individuals with all levels of disabilities) with volunteer incentive to earn additional PTO.
- Employee discounts on our products.
- Life & AD&D Insurance, short-term and long-term disability.
About Us:
Primitives By Kathy (PBK) is the #1 wholesaler of "present day primitives" to nationwide retail stores. With a focus on creative design, ahead-of-the-market product innovation, and international sourcing, the company currently offers over 9,000 unique home décor and gift items to more than 22,000 worldwide customers. Headquartered in Lancaster, PA, the company connects with customers through its 800+ page catalog, website, trade shows, and permanent showrooms in Atlanta, Las Vegas and Dallas. Learn more at
Primitives By Kathy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Primitives By Kathy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfers, leaves of absence, compensation, and training.
