Customer Service Representative

Customer Service Representative

Voted into the 2024 Top 4 of Coolest Things Made in Wisconsin and recently in the news with NBC26!

https://www.nbc26.com/greenbay/manufacturing-is-not-a-dirty-word-nbc-26-tours-a-green-bay-medal-factory

About The Medalcraft Mint Inc.

Located in Green Bay, Wisconsin (USA), The Medalcraft Mint Inc. offers complete in-house design and manufacturing capabilities that ensure all orders receive the attention they deserve.

Medalcraft is known for its dedication to customer service, quality control, speed to market and continual enhancements to our processes in our role as an industry leader. We are proud to have won more awards for superior metal striking over the past three decades than anyone in our industry.

From the smallest artistic and manufacturing element to selecting the perfect packaging, our team’s attention to detail culminates in on-time delivery for every occasion. We can deliver most orders in approximately four to eight weeks from art approval. (Additional charges may apply for less-than-minimum and rush orders.)

Job Description

Give superior customer service, account management and upselling of Medalcraft Mint’s product line and capabilities to various customers. This position is focused on:

Medalcraft’s Distributive Channel, which focuses heavily on expanding and maintaining our distributive (B2B) business. That segment includes end-users such as Collegiate, Corporate Fortune 500, Associations, Foundations, Medical, Non-Profit, etc. This position requires the ability to use independent judgement and decision-making with respect to the customers’ needs and what is profitable and smart to Medalcraft. This role requires strong account management experience to monitor orders through the manufacturing process. In addition, strong computer, organizational skills and ability to multi-task in a fast-paced environment is important.

This role must also adhere to Medalcraft’s company goals and values by performing duties in a manner that is consistent with being a team member company-wide. It is not uncommon for sales and office personnel to also help in Assembly as needed depending on project size or if we are nearing month-end. This role is 100% onsite.

Expectations/Responsibilities

· Retain repeat business from assigned current customers and grow product placement as additional Award and Recognition Program needs are uncovered.

· Listen to and creatively work with customers and present appropriate ideas and products to meet their needs with excellent customer service.

· Develop rapport and relationships with internal and external customers and co-workers.

· Anticipate customer needs and respond promptly to inquiries.

· Manage order process flow from purchase order through fulfillment, identifying and resolving issues or directing to the appropriate department.

· Collaborate internally with applicable departments as needed for sales as it relates to artwork, product development, pricing, packaging, finance, etc.

· Demonstrate intelligent and effective pricing for a customer relative to the order, but also to future business potential.

· Follow internal policies and procedures related to Scheduling, Finance terms, Artwork requirements, etc.

· Provide communication (internal and external) in a positive and professional manner accurately and promptly via phone, email, and in person.

· Maintain knowledge in accounts by tracking sales orders, dollar amount, volume, etc.

· Demonstrate discretion to put in extra time as needed to maintain/grow customer satisfaction/sales.

The Ideal Candidate

· Bachelor’s Degree in a related field preferred but not required with proper experience and proven track record

· Minimum of three to five years in a sales role

· Prior experience in manufacturing very helpful, but not required

- Experience in a customer service role required.

· Motivated, very organized, and able to prioritize, work in a fast-paced environment, have a strong attention to detail and meet deadlines

· Solid communication and computer skills are imperative

Non – Negotiable Requirements

· Candidate needs to be effective and fulfilled in a heavy workload setting where competing demands require continual workload reprioritizing to ensure high levels of customer service

· Candidates must come from a customer-centric background with a genuine focus on satisfaction and pride in making the customer pleased. This mindset is critical in the ability to capture re-orders and gain referrals from co-workers and colleagues.

· Candidates must have sold a service that has customizations/creativity component

- Must be effective and engaging over the phone

· Must thrive in a fast-paced setting where the ability to stay focused in an active work environment is critical to achieve daily activity objectives.

Compensation & Benefits

· Base $52-55k

· OTE of $70k+

· Uncapped variable, commission

· Health insurance with multiple options, dental and vision insurance

· Life Insurance and AD&D, short and long-term disability and accident insurance

· Tuition reimbursement

· 401(k) with company match; 50 cents on the dollar up to 2%

· 3 weeks of PTO, ability to earn more during the year, and paid holidays immediately

· Access to discount programs as well as gym membership

· Employee Assistance Program

· Financial Planning Resources

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

Shift:

•

8 hour shift

Work Location: In person