Memorial Products Corporation
Lead Customer Service Representative
Memorial Products Corporation, Cranston, Rhode Island, us, 02910
Memorial Products Corporation provided pay range
This range is provided by Memorial Products Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $60,000.00/yr - $80,000.00/yr
Memorial Products is a fast growing family owned business located in Cranston, RI providing print and design services for the funeral services industry. Since 1999, we have been helping funeral homes create meaningful tributes that celebrate and honor the families they serve. The company was built upon delivering high quality products and great customer service to the funeral homes that we serve. We produce a wide variety of printed materials such as high-end prayer cards, thank you cards, register books, and marketing materials to support our customers and the families they serve.
About the Role:
Outstanding customer service is at the heart of everything we do. This starts with an empathy for our funeral director customers, an excellent command of our products, services and processes and superb communication skills. The ideal candidate for this role is a patient, proactive problem solver, and an excellent listener and communicator. You understand the sensitive nature of the situations funeral directors face and can leave them feeling confident that we are not only able to help — but are happy to do so.
You’ll thrive here if you enjoy building meaningful relationships with your colleagues and customers, solving problems with enthusiasm, and have a superb attention to detail.
Daily Job Description:
Phones – Answer incoming phone calls from customers and sales reps and assist with any questions they might have. Make outbound calls to obtain approvals on pending orders. This person will also be able to decipher when an issue is beyond their ability to solve and when to elevate the situation to management or the appropriate colleague.
Notetaking – Take detailed notes and follow established procedures to communicate relevant information to the appropriate team members to ensure accurate follow through on what has been promised to the customer.
Order Intake – Responsible for reviewing all orders via email and accurate loading them to our order tracker. We receive hundreds of emails a day so efficiency and accuracy is paramount.
Attention to Detail – When doing order intake and marking order approvals this person will read email threads in detail to catch any discrepancies, missing information, or customer questions as the first and last line of defense in ensuring order and billing accuracy.
Internal and External Communication – This person will have to communicate effectively with customers, sales reps, team members, and management daily. They will answer customer questions via phone and email and discuss team-related topics in person and/or through our digital tools.
Other Characteristics/Skills
Professional, people-person, patient, desire to help
Remain composed under pressure, not easily flustered by changing priorities or challenging customer situations
Focused, organized, quick thinker, ability to multitask in a time sensitive environment
Excellent proactive problem solver, anticipate customer needs or questions
Comfortable in Google Sheets & Gmail (Required), knowledge of Adobe Creative Suite is a plus but not required
Willingness to learn and assist management in basic office tasks (i.e. shipping, packaging, QA)
Experience:
2-5 years in a direct customer facing role (Customer Service, Account Management, Sales or similar)
Past experience in Hospitality industry with direct customer facing role a plus
Familiarity with Print or Graphic Design space a plus
Monday - Friday 9:00a - 5:30p
Saturday overtime rotation required (One Saturday per month (9a - 2pm) with optional day off rotation or above standard overtime pay rate)
Health, Dental and Vision Insurance
2 weeks paid-time off, 1 week paid sick time and 8 paid holidays
401k w/ match
Ability to Commute:
Cranston, RI 02920 (Required)
In person only
Seniority level Associate
Employment type Full-time
Job function Administrative, Customer Service, and Sales
Industries Graphic Design and Printing Services
#J-18808-Ljbffr
Base pay range $60,000.00/yr - $80,000.00/yr
Memorial Products is a fast growing family owned business located in Cranston, RI providing print and design services for the funeral services industry. Since 1999, we have been helping funeral homes create meaningful tributes that celebrate and honor the families they serve. The company was built upon delivering high quality products and great customer service to the funeral homes that we serve. We produce a wide variety of printed materials such as high-end prayer cards, thank you cards, register books, and marketing materials to support our customers and the families they serve.
About the Role:
Outstanding customer service is at the heart of everything we do. This starts with an empathy for our funeral director customers, an excellent command of our products, services and processes and superb communication skills. The ideal candidate for this role is a patient, proactive problem solver, and an excellent listener and communicator. You understand the sensitive nature of the situations funeral directors face and can leave them feeling confident that we are not only able to help — but are happy to do so.
You’ll thrive here if you enjoy building meaningful relationships with your colleagues and customers, solving problems with enthusiasm, and have a superb attention to detail.
Daily Job Description:
Phones – Answer incoming phone calls from customers and sales reps and assist with any questions they might have. Make outbound calls to obtain approvals on pending orders. This person will also be able to decipher when an issue is beyond their ability to solve and when to elevate the situation to management or the appropriate colleague.
Notetaking – Take detailed notes and follow established procedures to communicate relevant information to the appropriate team members to ensure accurate follow through on what has been promised to the customer.
Order Intake – Responsible for reviewing all orders via email and accurate loading them to our order tracker. We receive hundreds of emails a day so efficiency and accuracy is paramount.
Attention to Detail – When doing order intake and marking order approvals this person will read email threads in detail to catch any discrepancies, missing information, or customer questions as the first and last line of defense in ensuring order and billing accuracy.
Internal and External Communication – This person will have to communicate effectively with customers, sales reps, team members, and management daily. They will answer customer questions via phone and email and discuss team-related topics in person and/or through our digital tools.
Other Characteristics/Skills
Professional, people-person, patient, desire to help
Remain composed under pressure, not easily flustered by changing priorities or challenging customer situations
Focused, organized, quick thinker, ability to multitask in a time sensitive environment
Excellent proactive problem solver, anticipate customer needs or questions
Comfortable in Google Sheets & Gmail (Required), knowledge of Adobe Creative Suite is a plus but not required
Willingness to learn and assist management in basic office tasks (i.e. shipping, packaging, QA)
Experience:
2-5 years in a direct customer facing role (Customer Service, Account Management, Sales or similar)
Past experience in Hospitality industry with direct customer facing role a plus
Familiarity with Print or Graphic Design space a plus
Monday - Friday 9:00a - 5:30p
Saturday overtime rotation required (One Saturday per month (9a - 2pm) with optional day off rotation or above standard overtime pay rate)
Health, Dental and Vision Insurance
2 weeks paid-time off, 1 week paid sick time and 8 paid holidays
401k w/ match
Ability to Commute:
Cranston, RI 02920 (Required)
In person only
Seniority level Associate
Employment type Full-time
Job function Administrative, Customer Service, and Sales
Industries Graphic Design and Printing Services
#J-18808-Ljbffr