JOB DESCRIPTION

POSITION:  Customer Service Support (Government, Education and Outbound)

REPORTS TO: Director of Outbound Sales

FLSA STATUS: Non-Exempt

DATE: 4-24-12         

PURPOSE:

To assist customers in their purchasing decisions by providing detailed information along with product samples and pricing. In addition, will provide any and all on-going follow-up necessary to close the sale. Will be responsible for receiving orders and completing the electronicartworkforms.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Coverage of all desks where the reps are out of the office should consist of
  • Answer incoming calls from customers who require more information prior to purchasing.  This information includes, but is not limited to samples, pricing information (quotations)
  • Place follow-up calls with customers when clarification of orders and/or samples is needed.
  • Process quotations to orders by completing orders andartworkforms.
  • Effectively articulate product information, features, and benefits.
  • Ensure all orders are processed within customer’s specific time lines.
  • Accurately enter customer purchasing information on a PC based order processing system.
  • Effectively communicate with vendors and internal customers regarding samples, order status, and resolution of problems.
  • Ensure customer art is forwarded to art department within required timeframe.
  • Submit art approvals when required to third party licensing agencies and ensure customer is educated on the necessary approval processes
  • Process quotes and orders for all levels of the government according to their PO specifications and invoicing procedures.
  • Answer incoming calls in a timely manner and according to department standards
  • Responsible for meeting and maintaining performance objectives and goals.
  • Participate in training classes and actively seek professional development.
  • Assist in other areas when time allows.

KEY COMPETENCIES:

• Detail oriented
• Computer literate
• Dedication to superior customer service  
• Self-confidence
• Exceptional organizational skills
• Initiative/follow-up skills
• Interpersonal understanding
• Exceptional oral & written communication skills
• Strive for continuous improvement
• Analytical thinking
• Critical decision making skills
• Ability to handle difficult situations professionally

 EDUCATION/SKILLS/EXPERIENCE:

• High school diploma.
• Minimum 2 years sales/customer service experience.
• Minimum typing speed of 35 wpm.

JOB DESCRIPTION

POSITION: Customer Service Representative

REPORTS TO: Sales Team Manager

FLSA STATUS: Non-Exempt

DATE: 5/3/2012

PURPOSE:  To assist customers in their purchasing decisions by providing detailed information along with product samples and pricing. Provide any and all on-going follow-up necessary to close the sale. Will also be responsible for receiving orders and putting artwork into EAS.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Answer incoming calls from customers who require more information prior to purchasing.  This information includes, but is not limited to: samples, pricing information (quotations), and product research requests in addition to up-selling and cross-selling to increase order size.
• Place follow-up calls with customers when clarification of orders and/or samples is needed.
• Process quotations to orders by entering artwork into EAS.
• Return e-mails and voicemails in a timely manner.
• Effectively articulate product information, features, and benefits.
• Ensure all orders are processed within customer’s specific time lines.
• Accurately enter customer purchasing information on a PC based order processing system.
• Effectively communicate with vendors and internal customers regarding samples, order status, and resolution of problems.
• Ensure customer art is forwarded to art department within required timeframe.
• Answer incoming calls in a timely manner and according to department standards.
• Responsible for meeting and maintaining performance objectives and goals.
• Participate in training classes and actively seek professional development.

KEY COMPETENCIES:

• Detail oriented
• Proficient on computers and Microsoft Outlook®
• Dedication to superior customer service  
• Self-confidence
• Exceptional organizational skills
• Initiative/follow-up skills
• Interpersonal understanding
• Exceptional oral & written communication skills
• Strive for continuous improvement
• Analytical thinking
• Critical decision making skills
• Ability to handle difficult situations professionally
• Ability to multi-task in a fast paced environment

 EDUCATION/SKILLS/EXPERIENCE:

• High school diploma
• Minimum 1-2 years sales/customer service experience
• Minimum typing speed of 30-35 wpm

POSITION:  Credit Associate

 REPORTS TO: Controller

 FLSA STATUS: Exempt

 DATE:  4/18/2012    

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Evaluate customer’s accounts for open lines of credit based upon:

-        Dun & Bradstreet information

-        Credit references

-        Past history with 4imprint

-        Corporate Account Guidelines

• Process all credit card transactions

-        Authorizing the credit card for an order to be released

-        Charging the credit card

-        Notify customer if credit card was declined, rejected or otherwise not acceptable

-        Refunding customers credit cards due to overcharges resulting from claims, change of credit cards or cancellation

-        Investigate credit card discrepancies.

-        Printing and sending all receipt of charge or credits requested by customer

• Process all check transactions

-        Run reports and process all CADE & CCDE daily entries before 2:30

-        Pick up checks from designated areas around the building 3 times daily

-        Process the checks you received to pass any necessary orders then give to A/R

• Verify purchase order requirements from 4imprint customers
• Obtain, review and recommend credit worthiness on all Business Information Reports requested for Import Services, FieldSalesand senior management
• Reconcile all US and CanadianCreditCard Transactions for Month End
• Report and document all US and Canadian Bank Statements for Month End
• Monitor all Tabs in theCreditControl Launch Pad

-        Follow up on allCreditFail or Committed orders

-        Request cancellation of any item in credit fail or committed over 30 days old to sales team

• Receive and handle all incoming internal and external phone calls and emails regarding all phases of credit
• Monitor and update as necessary all reference guides for Corporate Order Processing
• Monitor and handle the customer ID No Match Reports
• Handle any overflow from collections and Refunds
• Responsible for working the credit email bin and credit letter email bin.

 KEY COMPETENCIES:

• Detail Orientation
• Excellent Organizational Skills
• Initiative/Follow-Up Skills
• Oral & Written Communication Skills
• Ability to Work Independently and in a team environment
• Ability to Work in a volume oriented, repetitive environment.
• Ability to Multi-Task

 EDUCATION/SKILLS/EXPERIENCE:

• High school diploma with some college courses would be helpful
• Prior credit analyst experience preferred
• Knowledge of Excel, Microsoft Word and Windows

POSITION:  Collections Associate

REPORTS TO: Controller

FLSA STATUS: Non-Exempt

DATE:  4/18/12

PURPOSE: To assist with day-to-day collection functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Assist with Collection duties.
  • Make all types of collection calls for US and CANADIAN customers.
  • Follow-up and research payment issues.
  • Send accounts to and follow-up with outside collection agencies.
  • Interact with several internal and external customers including but not limited to: Credit, Art, Sales, Vendors and Credit Card Companies.

• Process and analyze chargebacks from our Credit Card Company
• Verify Purchase Orders from customers.
• Responsible for the Collection Email Bin

KEY COMPETENCIES:

• Excellent communication skills.
• Ability to perform several tasks efficiently and accurately.
• Ability to work in a team environment.
• Excellent organizational and follow-up skills with attention to detail.
• Adaptable to change.

EDUCATION/SKILLS/EXPERIENCE:

• Prior Collections experience a must, this includes Bankruptcy/ Chargebacks.
• Basic knowledge of Accounting terminology.
• Excel, Microsoft Word, and Windows proficiency.
• Good communication skills both oral and written.

POSITION: C#/ASP.net Web & Windows Applications Developer

REPORTS TO: eCommerce Director

FLSA STATUS: Exempt

DATE:   10/25/2011

________________________________________________________________________

PURPOSE:  Working with 4imprint eCommerce group, to investigate, upgrade, develop and launch new software functionality for 4imprint’s worldwide ecommerce applications, associated websites and internal Windows and intranet applications as well as the 4imprint Intranet site. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Investigate, design and develop a diverse range of software applications and modules, both for customer and internal use.
• Work with 4imprint eCommerce group, as well as various internal departments to assist with the structured development of our e-commerce technologies and internal workflow processes/applications.
• Assist with the day to day administration of 4imprint web resources.
• Research new technologies/solutions objectively with a view to their possible usage within the group.
• Design/develop storyboards and user interfaces for presentation to assist with the planning of future functionality

KEY COMPETENCIES

• Team & goal orientated
• Ability to work well under pressure – as an individual and as part of a team.
• Demonstrated ability with conceptual design and analytical planning.
• Strong interest in learning more about emerging technologies/solutions and how they could be used within our business – creative thinking
• Ability to manage multiple tasks and be involved in a diverse range of projects simultaneously

EDUCATION/SKILL/EXPERIENCE:

Essential:

• Minimum of 2 years’ experience of programming with C# or VB.net preferably within an asp.net environment OR C#/VB.net and asp.net programming classes at an accredited school, OR 3 years minimum experience within a business or other real world experience.
• Demonstrable in-depth knowledge of web applications development with current Microsoft technologies, emphasizing: ASP.net, C#, VB.net, web services and programming for the .Net framework. Client side technologies used at 4imprint include Javascript, J-Query, AJAX, CSS layout and more.
• Knowledge of the following applications and tools: IIS, Microsoft Office, SQL server, Windows 2000/2003 Server, Office.
• Experience with graphic design for the web using Photoshop and Fireworks is advantageous.
• IT degree or equivalent experience preferred especially within .net software/web application development field

Also considered:

• If your technical skills don’t quite satisfy the above, but you’re a multiple year Java programmer, looking to move into the .net/C# world, then we may consider you as well.
• Development of applications or mobile websites for modern mobile devices such as iPhones, iPads, Android or Windows Phone 7 devices. iOS, Android or Silverlight technologies.
• Windows Presentation Framework (WPF), Silverlight or Windows Phone 7 development also a plus.