Customer Service Rep

WHO IS DESIGN GROUP?

Design Group Americas is one of the U.S. leaders of gift packaging, crafts, décor, and creative play products with a portfolio of over 50 national brands, sold nationwide and around the globe in the mass, middle and specialty markets. We are proud to serve the best and biggest retailers in the market like Amazon, Walmart, Target, and JoAnn Stores PLUS over 7,000 independent specialty retailers.

Design Group is recruiting for a Customer Service Rep in our Berwick, PA location. This position reports to the Customer Service Manager.

WHAT WILL I DO IN THIS ROLE?

• Process orders from customers and manage customer profiles.

• Handle inbound and outbound customer calls, evaluate customer needs and requirements to develop effective solutions for ensuing maximum customer satisfaction.

• Send and respond to emails from customers and sales representatives.

• Build sustainable relationships with customers and sales reps through clear communication.

• Facilitate appropriate internal communication with distribution center personnel regarding shipment timelines and customer requirements.

• Collaborate with credit department on timely order processing, initiating credits, investigation of deductions, issuing of call tags for returns, issuing replacements, etc.

• Interact with customers to solve issues and answer questions about products, services, and policies.

• Identify appropriate responses and strategies to solve customer issues as quickly as possible.

• Utilize computer systems in managing customer calls and accounts.

• Collaborate with the Customer Service Manager to ensure proper implementation of customer service policies and procedures.

• Review open orders for percent fill, backorders, obsolete products, etc.

• Collaborate with IT department to resolve technical issues, troubleshoot orders, etc.

• Collaborate with planning team regarding item availability, drop ship orders, etc.

• Request catalogs and samples.

• Other duties as assigned.

WHAT SKILLS DO I NEED?

• High school diploma or equivalent.

• 1-2 years Customer Service-related work including inbound and outbound calling experience.

• Strong computer skills including a basic knowledge of Microsoft Word, Teams, Outlook, and Excel.

• Well versed in interacting with clients using clear and appropriate communications.

• Skilled at handling multiple customer calls within short timeframe.

• Prior experience with JD Edwards is a plus.

WHAT DOES DESIGN GROUP OFFER ME?

We offer a comprehensive employee benefits package including medical insurance and 401k with matching program as well as a paid time off plan including family leave options. Design Group believes in a fun, flexible work environment that allows your creativity to flourish and grow.

Check out our video portal here!

Our application window remains open until the position is filled, without a specific closing date.

Design Group is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other non-merit based factors.

We are dedicated to fostering a diverse and inclusive environment, committed to recruiting and retaining a talented and varied workforce. We continuously strive to infuse diversity into our products, marketing, and social media, promoting inclusive representation. We actively seek to expand our network of minority-owned suppliers and freelancers, while supporting organizations aligned with our values through product donations. Internally, we promote diversity through initiatives like employee referral programs, working towards a well-rounded and inclusive workplace.