Service Excellence Representative

2 weeks ago

West Jordan, Utah, United States SnugZ USA Full time

Location: Remote

Compensation: $16.00 per hour

Employment Type: Full Time

Benefits: Medical Insurance, Paid Time Off, Dental Insurance, Life Insurance, 401k Matching

The Customer Support division is a vibrant group of detail-oriented, self-driven, and committed individuals collaborating to represent SnugZ as a reliable and responsive supplier. Our core principles: Work Diligently, Care Deeply, Think Innovatively, and Act Ethically form the foundation of our teamwork.

Position Overview: The Customer Support Specialist will assist the assigned sales representative in managing the designated accounts. Key responsibilities include overseeing orders and tracking production processes to ensure seamless order fulfillment, as well as providing comprehensive quotes for promotional and program opportunities. The ideal candidate will possess a strong background in customer service and a dedication to delivering exceptional professional standards.

Key Responsibilities:

  • Collaborate with Sales Representatives to optimize coverage and revenue potential for all assigned accounts.
  • Assist in creating presentations to inform clients about SnugZ USA products, decoration options, marketing initiatives, and business solutions with a sales focus.
  • Research and qualify B2B partnerships; engage with clients via email and phone.
  • Meet expected targets for proactive customer outreach while managing incoming inquiries.
  • Utilize a consultative selling approach effectively.
  • Develop innovative presentations, programs, promotions, and flyers for new business opportunities.
  • Manage multiple projects and assignments to successful completion.
  • Participate in continuous improvement initiatives, including idea generation.
  • Oversee quoting projects and proactive brainstorming.
  • Analyze, manage, and track ongoing orders.
  • Serve as a primary contact for clients and operations post-order placement.
  • Resolve issues promptly by identifying problems and implementing solutions.
  • Prepare product presentation materials, updates, promotions, and marketing opportunities for the client base.
  • Generate formal product and freight quotes with suggestions for company programs.
  • Conduct comparative data analysis to identify growth opportunities within the existing customer base and potential new clients.
  • Perform additional duties as assigned.

Required Experience/Education and Training:

  • Prior customer service experience is advantageous.
  • Excellent written and verbal communication skills.
  • Strong interest in consumer products for marketing events and advertising.
  • Positive attitude and enthusiasm with a willingness to learn.
  • Ability to devise original solutions to business challenges.
  • Familiarity with continuous improvement concepts and practices.
  • Proficient in systems such as CRM, Syteline, Outlook, Excel, and Wrike.
  • Customer-focused, confident, and goal-oriented.
  • Adaptable to change.
  • High level of integrity.
  • Detail-oriented, organized, self-motivated, and capable of prioritizing workload effectively.

Language Requirements: Must be fluent in reading and writing English.

Physical Demands: Ability to perform fine manipulation tasks such as typing for extended periods. Must have near visual acuity for clear vision of small printed items and computer use.

*SnugZ USA LLC is an equal opportunity employer and supports diversity and inclusion. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.*

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