compensation: Competitive Pay with Full Benefits employment type: full-time
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Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That's what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,600+ team members ("Inkers"), we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that's important to all Inkers - no matter what role they're in.
How you'll make a difference:
We seek a highly organized, genial individual with excellent problem-solving and communication skills to WOW customers through the meticulous evaluation of incoming orders, and by partnering with customers to help deliver outstanding results. As part of our dedicated Order Operations team, you must have a fanatical dedication to satisfying customers, and be able to translate this into all aspects of your role. You will receive guidance and direction from the Satisfaction Assurance Manager and work alongside Logistics Associates to ensure we come through for our customers - accurately, on-time, and efficiently - while providing customers with a WOW experience.
What you'll do:
As a Satisfaction Associate, you will be on the front lines of satisfying customers and be responsible for delivering outstanding results by scrutinizing incoming orders, reviewing them for clarity, completeness, and design aesthetics and, when needed, performing phone and email service to review the orders. Once reviewed, you will act as the point person for customer intent should any questions or complications arise later in the process. You will accurately and efficiently troubleshoot each order for any potential problems, and communicate with the customer to offer creative solutions in order to ensure the successful execution of orders. You will need to effectively balance the operational and service elements key to achieving high customer satisfaction.
It will be essential for you to work cooperatively with our Logistics team to ensure that customers' expectations are clear and feasible. You must be able to effectively communicate these customer expectations to our art teams to ensure high customer satisfaction. Along the way, you must communicate questions, instructions, encouragement, and feedback in a clear, professional, and friendly manner that supports our order-by-order success and the continuous improvement of our operation.
How you'll be measured:
You will be vital to the wellbeing and performance of our Order Operations area. Accordingly, the key measures of success for this role will be:
Productivity - Maintain targeted expectations for timely completion of orders
Quality - Maintain targeted expectations for technical execution and quality of work, including the quality of communications with customers
Communicating with customers in a timely manner through both phone and email
Customer Satisfaction - Maintain targeted expectations for the average level of customer satisfaction measured by the customer feedback survey
Inter-team satisfaction - Work together to enhance customers' and teammates' experience with CustomInk
What we're looking for:
The ideal candidate must be able to work independently, maintaining both high quality and solid productivity. Excellent written and verbal communication skills are a must. You must have good working knowledge of both Adobe Illustrator and Adobe Photoshop. Familiarity with the decoration processes of screen-printing and embroidery would be a plus. An artistic eye, attention to detail, and the ability to meet deadlines are critical to success. You must enjoy the challenge of working with many moving parts, be flexible, and be able to easily adapt to change. You will be expected to be a team player in our fun, intense, and results-oriented environment, so you must be helpful, professional, able to remain focused and positive under pressure and share in our commitment to customer satisfaction.
As with all roles at Custom Ink, you must also embody our company values - practicing the Golden Rule, taking Ownership, and driving and embracing Innovation.