Customer Service Representative

About AMP&M, LLC

Established in 2006, AMP&M, LLC is a woman-owned company specializing in promotional products and creative branding solutions. We assist clients with branded merchandise, custom programs, events, trade shows, and marketing initiatives, leveraging a national supplier network and a client-centric service approach.

Position Summary

The Customer Service Representative is responsible for delivering prompt customer care, managing orders, and providing sales support. This role involves close collaboration with sales representatives, suppliers, and internal departments to ensure accurate order processing, adherence to timelines, effective issue resolution, and a superior client experience. The CSR will utilize the Facilis Order Flow system for job management from entry through shipment and billing support, with comprehensive training provided.

Key Responsibilities

Customer Service and Sales Support

• Offer professional, courteous, and timely assistance to clients, sales representatives, suppliers, and internal staff.
• Proactively communicate any order-related issues, production concerns, inventory updates, or client needs.
• Cultivate strong working relationships with assigned sales representatives through consistent follow-up, meticulous attention to detail, and taking ownership of assigned tasks.

Order Processing

• Review all submitted orders within 24 hours to verify completeness of information, accuracy of pricing, acceptable profit margins, artwork readiness, and delivery specifications.
• Return any incomplete or non-compliant orders for necessary corrections, providing clear notes to the sales representative detailing the required updates.
• Generate and dispatch purchase orders and artwork to vendors. Immediately inform accounting and sales if an order cannot be processed due to credit limitations, outstanding balances, or other financial constraints.
• Produce packing slips, backorder documents, and other relevant order paperwork as required.
• Maintain detailed records in the Job Tracker, including follow-up dates, to ensure the order status is always clear and up-to-date.

Order Tracking and Vendor Coordination

• Confirm receipt of purchase orders and artwork by vendors. Obtain estimated shipping dates, proof statuses, and tracking information.
• Dispatch order acknowledgments and shipping confirmations to customers promptly upon receiving the necessary information.
• Manage follow-up dates for critical, rush, or special-action orders to ensure on-time shipment.
• Process vendor acknowledgments and proof approvals on the same day they are received.
• Follow up on vendor invoices within 48 hours post-shipment to facilitate timely customer billing and adhere to vendor payment terms.
• Update purchase orders, sales orders, and job descriptions as needed to align with vendor invoices, ensuring accuracy in billing, commission calculations, and repeat-order records.
• Review and complete all Job Tracker activities daily.

Product and Supplier Knowledge

• Build robust supplier relationships through regular communication, meetings, and ongoing collaboration.
• Study supplier catalogs and product information to enhance product knowledge, aid in idea generation, and provide accurate lead-time guidance.
• Support project management needs and undertake other duties as directed by leadership.

Additional Information

A professional appearance is required for video calls and in-person interactions.