GraduationSource is seeking someone to manage first impressions with customers, make unfortunate situations right, and become a customer Guru. This person is the advocate for our most precious commodity, our customers. While we sell graduation caps and gowns, our culture is anything but a clothing manufacturer . The office is located in a reclaimed paint factory, the first test in the interview is to see if a candidate can navigate the building with all the secret passages and stairwells that only go to certain floors. We tend to call it our own little Hogwarts, minus the moving stairs and paintings that help you find your way. The company itself is owned by a parent company (The Gordon Group) that sits in the same office and owns a number of growing companies, including Avanti Systems, and is opening a startup incubator for gen z this summer. So you will be working with some of the best minds in digital marketing, web development, customer service, and entrepreneurial development in an open environment that allows for collisions and collaboration to thrive. We hire and fire based on our culture so we advise you do some research on our company, read some of the articles we have published, and let us know why you would be a good fit. Some of the fun things we do include · Book club · Training Events for both personal and professional development are held regularly · Monthly activites that vary (Past events have included deep sea fishing, paintball, kite flying, the electric run) · Develop Leadership from within through a mentor program · Go to a ton of events for company and personal development. Big Bonus Points if · You have NetSuite Experience · You have experience working with E-Commerce companies · You have experience in a customer support role · You have an interest in Digital Marketing Strategy or you read business development books like the lean start up, five dysfunctions of a team, how to sell better than amazon, etc… · You include what your superpower is in a cover letter when you apply for this job. Job Functions: Providing a welcoming and trusting experience to inbound call queues and web chats as per customer service guidelines, responding to and resolving customer cases, processing sample requests, and escalating inquiries to the appropriate party by creating tickets in ERP system within approved timelines Receiving, distributing, and entering sales orders as required, following up the entry by sending order confirmations and payment requests to customers, and making adjustments to orders as requested by the customer Informing customers of processing times, shipping methods, product details, ordering instructions, and all other applicable information required to positively assist customers in order to improve levels of overall customer satisfaction Engaging clients, building real relationships, identifying with the client on a personal and professional level, maintaining loyalty and repeat business, maintaining an atmosphere of trust with accurate information and delivering solutions to ensure high levels of customer satisfactin. Obtaining updated profile information through the course of rapport building, reviewing returned mail items due to inaccurate addresses, researching contact and address information, correcting errors in customer's information file, and updating customer profiles as required, and reviewing inbound faxes for requests for removal from fax solicitations