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Customer Relationship Specialist

DESCRIPTION: We are looking for a dedicated candidate with a passion for providing excellent service to our institutional customer base that faces unique challenges in preservation and exhibition to join our loyal team long term. The candidate will: process inbound orders (all types), perform cross sell/up sell activities, provide customer assistance on product inquiries, log and resolve customer complaints, provide sales support to sales team as needed.

RESPONSIBILITIES: Process inbound orders including and not limited to phone, fax, mail, email, web and replacement. Clear on-hold orders. (55%) Perform cross sell/up sell activities during customer interaction process. Identify lead generation opportunities for sales team. (15%) Provide customer assistance on product inquiries covering a wide range of items and applications. (10%) Log customer complaints, investigate issues, and resolve. (10%) Provide sales support as needed including periodic bid processing. (5%) Perform other administrative activities including and not limited to freight claims processing, credit memo processing, expediting past due shipments, customer data hygiene and ad hoc reports. (5%)

QUALIFICATIONS: High School diploma at minimum, 2-year degree preferred.

EXPERIENCE: 3 to 5 years in a call center/customer service role. Applicants must have keen written, verbal and listening communication skills, the ability to accurately support high volume order processing, knowledge of archival products and their application, highly organized to effectively manage multiple tasks simultaneously and demonstrate proficiencies with Microsoft® Office applications.

APPLICATION PROCESS: Email a cover letter, resume, 3 professional references, salary history and expectations to HR@gaylord.com.  Note “Customer Relationship Specialist” in the email subject line.

ABOUT GAYLORD: We provide quality archival products to various businesses and institutions worldwide. We offer an excellent benefits package of group medical, dental and vision insurance, life insurance, pet insurance, retirement savings (401k & Roth), tuition assistance and generous paid time off.

To learn more about our products and services, visit us at www.gaylord.com.

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