Goldstar Customer Care Agent-North America

Overview of Role:  We are looking for Customer Care agents who are motivated, enthusiastic, and sales oriented self-starters. We are passionate about people and performance excellence and put our customers at the center of everything we do. Join our diverse, team where you will feel valued and inspired to contribute your unique skills and experience.

Performing the role in line with the Goldstar Values:

Family - Treating our customers and our Goldstar team members like family

Simplicity - Ensuring all of our solutions we supply for our customers are easy with no hassle

Delighting our customers – We make sure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product

Work hard, play hard - Work hard and give our all and at the same time love and enjoy what we do

What you will do:

§  Processing orders received from distributors from all over the US & Canada for custom imprinted products. 

§  Ensuring all customers and Sales Managers can depend on the customer care team as their key contact for complete order cycle.  

§  Provide all customers with fast, efficient and first-class post-sale service including order entry across Goldstar US markets, artwork proofing, approvals and communication regarding delivery dates and answering customer enquiries relating to open orders

§  Managing customer e-mails, handle order entry for exact repeat orders into Oracle, initiate authorized returns, tracers, order status, out of stock notifications, customer changes in a timely manner with complete accuracy. 

§  Working with customers to create art layouts, ensuring art requisitions are complete, follow art through to production, communicating directly with the customer for final approvals. 

§  Working with Credit & Collections on accounts providing order copies and/or documents. 

§  Working with internal Goldstar expeditors and Care team members to research issues that may contribute to order in hands dates, customer credits due to production issues, inventory, freight quotes, pre-production samples, customer complaints, returns and/or special requests. 

§  Provide proactive order management ensuring all exceptions are resolved and that orders meet their ‘ship-by’ dates

§  Customer support and issue resolution resolve order issues, in conjunction with sales teams solve problems by suggesting alternatives and implementing suitable solutions

§  Any other duties including support for other Goldstar markets as required

Goldstar: Goldstar, part of the global National Pen Group, is one of the fastest growing Trade Suppliers in the Promo-Industry. Goldstar is becoming famous for unbeatable value metal, plastic and full-colour writing instruments, combined with headache free all-inclusive pricing and a passionate team who will do whatever it takes to delight their customers. Goldstar’s mission is to become the best supplier in the industry and to make all distributors love Goldstar.

What we need from you:

Previous Experience

·         Min 1 year experience in a customer service environment is essential

·         Willingness to learn about the promotional merchandise trade and Goldstar’s distributor business is essential

Key Skills and attributes

·         Attention to detail – strong accuracy, reading, comprehension and listening skills are critical

·         Problem solving skills - The ability to think on your feet, the ability to work hard under pressure, and great problem solving skills are three essential attributes for this role

·         Languages - Proficient written and oral English is essential. 

·         Strong communicator – A team player with the ability to build relationships, and work with and through others to achieve Goldstar’s goals is essential

·         Customer Service Focus - A passion for delivering the highest levels of customer service, a ‘customer is king’ mentality and the ability to resolve customer issues effectively over the telephone is essential

·         A sense of urgency and the ability to work in a fast-paced and challenging work environment is essential

·         Excellent organisation and time-management skills are also essential

·         Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products

What we will provide:

·         The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business.

·         A supportive environment with fantastic opportunities to grow and develop your career.

·         A modern, fast paced and exciting company culture.