Customer Service Representative

Who We Are:

uni Brands is a global leader in the writing instruments products industry. For more than 100 years, uni’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. uni is one of the world's most widely recognized families of writing instruments.

Please visit https://www.unibrands.co for additional information.

Position Summary:

uni Brands is currently seeking a dynamic and customer-focused Customer Service Representative to join our team. As a Customer Service Representative, you will play a pivotal role in ensuring customer satisfaction and maintaining strong relationships with our customers. This position requires a proactive and detail-oriented individual who can thrive in a fast-paced environment. If you are passionate about delivering exceptional service and possess excellent problem-solving skills, we would love to have you on our team.

Job Responsibilities:

• Process and manage customer orders from start to finish, ensuring accuracy and timeliness.
• Review and process customer EDI orders, meeting or exceeding designated timeframes.
• Enter manual orders using SAP with a keen eye for order entry accuracy.
• Provide timely assistance to customers by answering incoming calls and making outbound calls, addressing inquiries, and resolving issues within 24 hours.
• Respond to customer inquiries via email promptly and effectively, aiming to provide resolution within 24 hours.
• Handle consumer care tasks, including phone inquiries and Zendesk support.
• Collaborate closely with the Sales team to align and manage customer expectations.
• Coordinate and fulfill specific requirements specified by customers, ensuring their needs are met.
• Liaise with the shipping Distribution Center to ensure proper order shipment and accommodate any necessary changes.
• Engage directly with customers throughout the entire order process, from pre-placement to issue resolution and post-placement follow-up.
• Maintain a comprehensive understanding of our product offerings and proactively communicate any new product information to customers.
• Manage customer master data and maintain accurate customer material info records (CMIR).
• Contribute to our strategy of high customer engagement, positioning uniball as a leader in Customer Service and Consumer Care.
• Foster effective communication within the organization to optimize fill rate and operational efficiency.
• Support the business in identifying the root causes of account-specific fines/deductions, chargebacks, and other compliance-related issues.
• Perform other business-related duties as required.

Job Qualifications:

• Bachelor's degree preferred.
• Associate’s degree required, or equivalent work experience.
• Minimum of 5 years of customer service experience within the consumer-packaged goods (CPG) industry.
• Proficiency in SAP is required, with experience in SAP ByD preferred.
• Required experience in managing major retailer vendor portals. (i.e. Amazon Vendor Central)
• Possess an entrepreneurial mindset and a proactive approach to problem-solving.
• Experience with SPS Commerce portal or similar EDI platforms is required.
• Proficient in Microsoft Office, particularly Excel.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• A team player with a strong customer service orientation.
• Understanding of retailer deductions related to vendor guide requirements.

What We Offer:

At uni Brands we work hard to embody our core values (humble, hungry, and wholehearted), while aspiring to fulfill our vision - to deliver unique solutions that enrich the lives of our customers by inspiring creativity and connection. We hold our values and our vision in such high esteem because we believe that where creativity and connection exist, vitality and growth are sure to follow – and we enthusiastically embrace the opportunity to deliver the tools and solutions that foster this type of flourishing.

At uni we recognize the profound personal investment required by each individual to ensure our success and in return, we work tirelessly to make uni a place where our people can flourish including offering:

• A comprehensive and competitive insurance benefits program, which includes medical, dental, vision, life, long and short-term disability insurance
• Benefits start the 1st of the month following the hire date
• 401(k) plan with a company match
• Generous paid time off policy
• Break room stocked with snacks and drinks
• Hybrid work option

Job Type: Full-time

Pay: $53,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Education:

• Associate (Preferred)

Experience:

• SAP: 2 years (Required)
• Amazon Vendor Central: 2 years (Required)
• CPG: 5 years (Required)
• SPS Commerce: 1 year (Required)

Ability to Commute:

• Wheaton, IL 60187 (Required)