Personalized Shop Admin
Forest Park, IL – Paper Source Warehouse
This position reports directly to the Customer Care Manager. This position will be based out of the Paper Source Distribution Facility (7801 Industrial Drive, Forest Park, IL 60130).
The Personalized Shop Admin is responsible for monitoring, managing, and processing a variety of necessary system activities and actions that ensure a smooth front end customer experience.
· Demonstrated time management skills and ability to prioritize and multitask, with laser like focus to detail and maintain composure under pressure
· Demonstrated passion for the Paper Source brand and its products.
· Demonstrated Custom Service ability, with an emphasis on deescalating irate customers
· Demonstrated strong computer skills in Excel and Google Docs
Service Customer & Store Inquiries
· Responds directly to customer inquiries received via phone, email, or chat during ordering, proofing, production, and delivery, including information or status.
· Provides service resolutions to customers with timely communication
· Serve as a subject matter expect for Paper Source brand, products, and processes
· Capture payment, process refunds and discounts for custom orders
· Process cancellations
· Updates customers via system on order status and dispositions the order appropriately
· Review specific order statuses in system and promote the correct action to remove barriers and resume normal order processing
· Backs up Returns Coordinator and Custom Print Administrator
· Adheres to productivity targets as established by the Customer Care Supervisor
· Minimum of 2 years of progressive experience as a Customer Service-focused team member.
· Open availability and flexibility to work according to the needs of the business
· Computer literate, with a working knowledge of Microsoft Word and Excel.
· Flexible schedule Monday-Friday 8:00am – 7:00pm. Saturdays and Sundays as needed