Job Brief:
The Back Office and B2B Customer Service Representative supports the operations and sales teams in the promotional products industry by managing client communications, processing orders, and ensuring accurate and timely fulfillment. This role requires excellent organizational skills, attention to detail, and the ability to work collaboratively with internal teams and external business clients. The ideal candidate will provide outstanding customer service while maintaining efficient back-office operations to ensure seamless end-to-end order management.
Duties and Responsibilities:
- Manage incoming customer inquiries from business clients through email or chat in a professional and timely manner.
- Process and track purchase orders, quotes, and order confirmations accurately within established timelines.
- Coordinate with internal departments (production, design, logistics, and sales) to ensure order accuracy and on-time delivery.
- Verify product details, pricing, and artwork specifications in accordance with client requirements.
- Monitor order progress, provide status updates to clients, and handle post-order support such as shipment tracking or issue resolution.
- Maintain up-to-date customer records, communications, and order details in the company CRM or ERP system.
- Communicate proactively with suppliers and vendors regarding order status, lead times, and product availability.
- Assist with billing inquiries, proof approvals, and documentation management.
- Support the account management team with administrative tasks related to client satisfaction and service improvement.
- Identify process gaps and recommend improvements for workflow efficiency and customer experience.
Qualifications:
- Bachelor's degree preferred, or equivalent experience in Customer Service, Business Administration, or related fields.
- 2+ years of experience in a B2B or back-office customer service role, preferably in the promotional products, printing, or manufacturing industry.
- Strong written and verbal communication skills with a customer-focused mindset.
- Experience handling business clients and vendor coordination.
- Proficiency with CRM systems, ERP platforms, and Microsoft Office Suite (Excel, Outlook, Word).
- Strong attention to detail and accuracy when processing orders or entering data.
- Ability to multitask, prioritize workload, and meet deadlines in a fast-paced environment.
- Demonstrated problem-solving and analytical skills.
- Self-motivated, adaptable, and capable of working independently or within a team.
