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Customer Care Associate

at Essendant

Posted: 8/26/2019
Job Status: Full Time
Job Reference #: f3148d7f-73ec-4fff-a7e5-25f470dd978f
Categories: Customer Service

Job Description

Major Responsibilities

  • Supports small and medium sized customer inquiries received by phone, email or fax that include  answering questions about product information/pricing, order status, price/quantity deviations, etc. 
  • Expedites customer requests.
  • Serves as liaison to internal and external service providers to facilitate resolutions on behalf of the customer.
  • Offers suggestions for replacement items when an item is out of stock in the warehouse. 
  • Upsells products to compliment items ordered by customer. 
  • Seeks ways to contribute to the company's overall success.
  • Processes credit card charges, credits & debits within 48 hours.
  • Manages and maintains customer credit card account detail in CyberSource as well as updating notes in required CS tools.
  • Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth.   
  • Understands and demonstrates Company Core Values.
  • Seeks ways to contribute to the company's overall success.
  • Performs other duties as assigned.


Skills/Knowledge Required

  • Strong customer service skills.
  • Strong oral and written communication skills.
  • Professionalism with the ability to balance urgency and decisiveness with customer service relationship skills and attention to detail.
  • Strong time management and organizational skills, including ability to manage and prioritize multiple tasks.
  • Ability to acquire information from customers to drive solutions and meet customer needs. 
  • Strong follow up skills to ensure timely resolution in meeting customer needs.   
  • Ability to learn and navigate Company tools and resources as required by role.


At Essendant Inc., it is our intention to be the fastest and most convenient solution for workplace essentials. To do this, we need exceptionally talented, bright, innovative and driven employees. If you would like to be part of the team that helps unlock the potential of our customer-partners and those they serve, this is your chance to be involved. Essendant Inc. is a leading national wholesale distributor of workplace essentials, with consolidated net sales of $5.3 billion.  Essendant stocks a broad assortment of over 160,000 products, including technology products, traditional office products, office furniture, janitorial and breakroom supplies, industrial supplies, and automotive aftermarket tools and equipment.

We offer an exciting and challenging environment that encourages independent thinking, problem solving, and growth. We believe in giving back to our communities as well as others in need. We embrace diversity and believe our employees create a sustainable competitive advantage.  We adhere to the high standards of Our Guiding Actions and Our Values.