Scribe OpCo Inc dba Koozie Group

Role Description The Vendor Liaison Associate is responsible for ensuring orders are accurately and promptly transmitted to our partner vendors. He/she will work closely and directly with our partner vendors to resolve any questions or issues. He/she also relays accurate and timely information to our customer service and sales teams on these orders. This position supports the organization by providing accurate and timely information ensuring that we meet our customer’s needs and create a positive customer experience. - Develop and maintain knowledge of products, pricing, shipping methods, and printing methods utilized in the entry process. - Develop a good understanding of the processes used to decorate products produced by our partner vendors and the needs of these vendors for these processes. - Generates accurate purchase orders and promptly transmits orders to our partner vendors. - Maintains accurate documentation of actions taken and communications on all orders by utilizing the current system. - Works with our partner vendors directly on production times, rush requests, and customer requests. - Calls and/or e-mails partner vendors to clarify unclear information or provide proof approval in order to complete processing of an order. - Answers e-mails from partner vendors regarding orders. - Accurately maintains order details based on information from customers or partner vendors. - Maintains tracking information from partner vendors in the system to ensure this information is available to customers, customer service, and sales. - Reaches out to partner vendors when tracking hasn’t been received as expected. - Maintains effective working relationships with other associates. - Participate in and support company-wide initiatives such as continuous improvement in order to improve service, reduce costs, and improve quality. - Demonstrates flexibility and commitment through cross-training and helping other departments consistent with business needs. - Performs duties safely and in accordance with company safety policies. Qualifications - High School Diploma or equivalent. - 1-3 years in a customer service environment preferred. - Proficiency using a computer and associated software. - Strong verbal and written communication skills. - Experience using order management systems such as Oracle and/or Salesforce. - Proficiency in Microsoft Office Suite. - Possesses good problem-solving skills and is detail-oriented. - Must have accuracy in data entry and strong attention to detail. - Proven ability to work well under pressure to meet order deadlines. - Excellent attention to detail. - Ability to multitask & focus on multiple issues at once. - Excellent customer service skills and ability to deescalate situations. Benefits - Medical HSA and HRA plans. - Flex spending accounts. - PPO dental. - VSP vision. - Employee assistance program. - Employer-paid life insurance. - 401(k) with employer match. - PTO - Paid Time Off (vacation, sick, personal). - Advancement opportunities. - Tuition reimbursement. - Employee referral bonus program. - Employee recognition program. - Employee charitable giveback program (up to $250 value).

Role Description Do you have a passion for excellence? Are you a natural problem solver who loves to deep dive and find the root cause of an issue? Are you someone who looks around corners anticipating the next steps to avoid delays and hurdles? If you answered yes to any of the above questions…we want you! Our Omni Channel Support Specialist team is Customer Obsessed and strives to provide a world class experience with each and every customer interaction. We interact with our customers through many channels, including email, telephone, text and chat and are looking for folks who understand how to make personal connections with our customers and help ensure their orders are processed properly, on time and with a smile! As part of our team, you will: - Research current systems and other related items to identify the cause - Issue credits/discounts and accurately enter information into order management system - Assist in managing daily claims workflow for decorated product issues, including misprints, order errors, product defects, shipment delays, and damaged goods - Answer incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns - Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application - Resolve roadblocks by researching and working with other departments - Act as a liaison between client and various departments - Assist in ensuring claims are processed within service-level standards - Participate in meeting team goals for service, quality and cost - Support company-wide initiatives such as continuous operational improvement - Mentor, advise and lead your team members in their journey to customer excellence - Handle customer escalations with creative problem-solving - Identify trends in customer concerns and escalate properly to leadership - Develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes - Identify and drive process improvements or make recommendations that improve the overall customer experience - Support special projects, system enhancements and cross-department initiatives related to claims management - Other duties as required Qualifications - High School Diploma or Equivalent - 2 - 4 years customer service/support experience - Tech savvy with the ability to communicate using multiple channels; chat, text, email - Proficiency using Microsoft Office Suite, specifically Outlook, Word & Excel - Excellent communication, conflict resolution, and problem-solving skills - Willingness and ability to work remotely Requirements - Demonstrate the ability to think quickly and deliver results - Demonstrate active listening, critical thinking and problem-solving skills - Ability to move quickly through multiple systems to find information and deliver a response based on findings - Demonstrate empathy to customers, deescalate issues with care and compassion, and maintain a professional attitude at all times - Deliver all communications with kindness, verbal, email, chat and other - Be process oriented, understanding the value of standard work and consistency - Always act with Integrity and take personal ownership of all you do - Champion change and adapt quickly and positively in a dynamic workplace Benefits - People-first culture - Flexible schedules - Great shift differential (2nd shift: $1.25/hour / 3rd & Weekend shifts: $1.75/hour) - We will train for all positions! - Climate-controlled environment (clean and heat/air-conditioning) - Medical HSA and HRA plans - Flex spending accounts - PPO dental - VSP vision - Employee assistance program - Employer-paid life insurance - 401(k) with employer match - PTO - Paid Time Off (vacation, sick, personal) - Advancement opportunities - Tuition reimbursement - Employee referral bonus program - Employee recognition program - Employee charitable giveback program (up to $250 value)