Part-time Customer Service Rep, Direct

Ensures the loyalty and satisfaction of customers by providing the highest level of customized interactions via phone, fax, e mail, or electronic mail reflecting OfficeMax's understanding of the customer's value, needs, and preferences, in order to increase the lifetime value of that customer with OfficeMax.  Assists customers in all aspects of customer service to ensure Total Quality, including expediting, tracing customer orders, and resolving problems.

 

Effectively meets customer needs, builds productive customer relationships, and takes responsibility for customer satisfaction and loyalty.  Applies Customer Value Strategy and corresponding customer treatment (for example, for a Retention Customer, associate may look for individual, customized opportunities to meet the customer’s high expectations).  Actively participates as a member of a team by adhering to team’s expectations and guidelines, fulfilling team responsibilities and demonstrating personal commitment to the team.  Demonstrates reliability through attendance and promptness.  Reports to work on time and follows the call in procedure.  Takes prompt action to accomplish objectives by responding quickly, takes independent action, and goes beyond job requirements in order to achieve objectives. 

 

Identifies and uses innovative ways to generate additional sales.  Presents products and services in a manner that clearly shows how they would meet needs and provide benefits.  Questions and probes to uncover needs and match solutions to those needs.  Learns and applies new customer information to anticipate customer needs, including customer processes, products, systems and marketing campaigns, as well as on-going changes in operations, policies, procedures and products.  Accomplishes tasks by considering all areas involved, shows concern for all aspects of the job and accurately checks processes.  Responsible for demonstrating a commitment to the principles of Total Quality.  Remains flexible, and presents a positive disposition in the face of changing needs and customer demands.  Communicates appropriately with both internal and external customers. 

When working with Small Markets: The job description, as written, applies to this market.  When working with Middle Markets: The job description, as written, applies to this market, with potential additional complexity in account structure, as well as working with the overflow accounts from the small market.  When working with Large Markets: The job duties as described above will entail more complex account structure when working with large market customers, as well as working with the overflow accounts from the small to middle market.  When working with the Retention group: Strengthen relationships with long term and very profitable customers by providing customized and personalized service.  When working with the Growth group: Grow sales and product selection of profitable customers by providing personalized service.  When working with the Opportunity group: Increase sales and profitability of existing, new, and potential customers by delivering OfficeMax's Service Standard. 

 

Utilize existing processes and procedures in decision-making and problem solving decisions.  Make decisions independently based on interpretation of data to determine a course of action, and setting of priorities.  Involve supervisor and others in decision-making when necessary to obtain additional information and make appropriate decisions.  Daily interaction with supervisors and peers to achieve goals and exceed customer expectations.  Contact with sales representatives as necessary to gather or clarify customer needs.  Frequent contact with customers via computer (e-mail, internet) and telephone to respond to customer inquiries and order requests. 


High school education or equivalent 
Strong knowledge of the operations of office equipment such as personal computers, software, internet, e-mail, and telephone.
Strong oral and written communication skills, interpersonal skills, accurate keyboarding, organization, prioritization, planning and problem solving skills.
Good understanding and application of proper punctuation, spelling and grammar.
Aptitude for selling to customers' needs and business objectives.
Ability to understand and apply mathematical skills (division, addition, subtraction, multiplication).