Goldstar Order Processing Support Agent

Job Title: Goldstar Order Processing Support Agent

Report to: Contact Centre Operations Supervisor

Position Type: Permanent

Job Start Date: November 4, 2024

Location: Montego Bay

Overview of Role:

The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production. This role ensures that all orders are accurately entered into the system, verified for correctness, and released to the production team in a timely manner.

Responsibilities:

(Including but not limited to)

• Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order.
• Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
• Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required).
• Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
• Monitor the status of orders throughout each tab in on the dashboard, ensuring timely updates and communications with the customer. Calling the customer by phone may be required if no responses are received via email.
• Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
• Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production.
• Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders being placed on clarify.
• Provide timely and accurate updates to customers regarding order status, changes, or delays. (eg supply eligible/stock issues, clarifies, production problems, etc)
• Respond to customer inquiries related to order processing, shipping, and delivery.
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Any other order processing tasks that may be required.

Required skills and experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria: sales revenue, quality, productivity, accuracy and backlog. One must contribute to building a positive team spirit by supporting all efforts to be successful. Good attendance will be required. The requirements listed are representative of the knowledge, skill, and/or ability required.

Qualifications:

• Must have minimum of one (1) year of customer service experience.
• The ideal candidate will come from a call center, customer service or sales environment.
• Demonstrate superior telephone skills with good written and verbal communication skills.
• Strong ability to multi-task in a fast paced, high volume environment including phone calls, email, order processing while paying close attention to detail.
• Must be a team player and have excellent e-mail and verbal communication skills. 
• High school diploma or 4 High School passes (to include English Language and a Math related subject).
• Familiarization with computer applications such as MS Office suite.
• Be able to type 40 wpm (minimum).
• High caliber of execution against targets and tasks.

ADDITIONAL RESPONSIBILITIES: Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

MUST HAVE:

• Extreme Patience to work in a back-office environment with limited telephone interface
• Extreme time management skills to be able to multitask in a fast-paced environment.
• Love to read and execute requests sent via email over a 9-hour shift 5 days per week.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​