Job Details
Customer Support Representative
2026-03-31 Siffron all cities,AK
Description:
JOB SUMMARY
This position has assigned accounts and is responsible to act as a liaison between the Regional Account Manager, the customer and siffron to ensure the customer's needs are communicated effectively and the customer's expectations are met or exceeded. This position is the primary point of contact for the customer secondary to the Regional Account Manager.
Requirements
ESSENTIAL FUNCTIONS
• Responsible for order entry and maintenance. Elevate customer demands and delivery requirements when needed to the appropriate personnel.
• Update account information as needed, shipping information, order process notes, contacts.
• Update EDI account information, mapping product and pack outs, updating ship to addresses and resolving any EDI orders that error out.
• Responsible for pricing corrections or additions to their contract.
• Responsible for communications regarding the status of orders, back orders and projects with the customer.
• Report and investigate any notification of shortages, missed shipments or quality concerns. This includes requests for product returns, credits or replacement orders.
• Act as the primary internal point of contact for assigned accounts. Ensure the Regional Account Manager is aware of any issues that surface that may need to be addressed.
• Acts as the internal coordinator for Customer projects or roll outs.
• Address any special requests for information from the customer, including but not limited to, open order status reports, reserve inventory level reports or tracking reports.
SECONDARY FUNCTIONS
• Create and maintain procedures for each of your accounts so anyone backing up the account could pick up the procedures and know how to enter orders.
• Schedule meetings as necessary for cross-functional communication on projects or issues.
• Perform other job duties as assigned.
• Proactively report on any extreme changes in inventory utilization on assigned accounts.
• Assist Accounting with investigation of past due invoices or debits.
PERFORMANCE MEASURES
• All orders entered for the accounts based on customer requirements or within siffron processing standard. Orders are to be routed using customer routing information.
• All inquiries from the customer are to be responded to the same day if possible if not then the following day.
• Reports need to be run within the time constraints set by the customer.
• Run interference on problems/opportunities to make sure that they are resolved to the customer's satisfaction. Timely response to these issues is critical. Make sure the necessary parties are informed so that the issues are not repeated and procedures amended when necessary.
• Teamwork is expected; if your work is complete reach out to your peers or manager to see who needs assistance.
• Conformance with company policy and procedure.
SUPERVISORY RESPONSIBILITY
• No supervisory responsibilities
POSITION TYPE/EXPECTED HOURS OF WORK
• This is a full-time position.
• Days and hours of work are Monday through Friday, 8 hours or as scheduled.
• Regular attendance is expected and required.
• Overtime work as needed.
• Occasional travel may be required
EDUCATION AND EXPERIENCE
• High school diploma or equivalent
• College degree preferred
• Minimum of 2+ years of Customer Service required
• Computer literacy required. Working knowledge of Microsoft Office applications, Word, Excel and Outlook is required
SKILLS (Language, Mathematical, Reasoning, Other)
• Excellent communication skills
• Based upon client/territory assignment it may be a requirement to be bilingual
• Ability to interact with others in a team manner and effectively manage projects
• Strong keyboard skills
• Proven ability to exercise solid judgement taking both the customer and the company into consideration
• Proficient in MS excel
• Ability to work in an extremely fast paced, ever-changing environment with limited supervision.
• Detail oriented with good organizational skills and ability to prioritize tasks.
CERTIFICATES, LICENSES, AND/OR REGISTRATIONS
• None
WORKING CONDITIONS/PHYSICAL DEMANDS
• In this position 80-90% of the day is spent in a seated position working on a PC terminal.
• We use headsets and the phone lines and email are recorded and monitored for quality assurance purposes.
Salary Description
$20.00 - $24.00 per hour
Job Type
Full-time
Description
About siffron:
siffron is a leading provider of retail merchandising solutions, specializing in designing and manufacturing innovative display and signage systems. We partner with top brands and retailers across various industries to enhance their product presentation and optimize customer experiences.
Our company values innovation and encourages creativity, offering a collaborative work environment that fosters growth and professional development. siffron continues to push boundaries and set new standards in the retail market, establishing itself as an industry leader.
siffron Benefits:
- Hybrid - two days remote, 3 days onsite
- 401(k) match (up to 50% of 6%)
- Annual siffron profit share/safe harbor match
- Tuition reimbursement program for eligible employees
- Medical, dental, vision insurance after 30 days of employment
- Flexible spending account and/or health savings account
- Vacation/Personal/Bereavement leaves
- Paid parental leave
- Short- & long-term disability coverage
- Employee Assistance Program
- Employee referral bonus program
- siffron Shared Ownership Works Program
- 10 paid holidays
JOB SUMMARY
This position has assigned accounts and is responsible to act as a liaison between the Regional Account Manager, the customer and siffron to ensure the customer's needs are communicated effectively and the customer's expectations are met or exceeded. This position is the primary point of contact for the customer secondary to the Regional Account Manager.
Requirements
ESSENTIAL FUNCTIONS
• Responsible for order entry and maintenance. Elevate customer demands and delivery requirements when needed to the appropriate personnel.
• Update account information as needed, shipping information, order process notes, contacts.
• Update EDI account information, mapping product and pack outs, updating ship to addresses and resolving any EDI orders that error out.
• Responsible for pricing corrections or additions to their contract.
• Responsible for communications regarding the status of orders, back orders and projects with the customer.
• Report and investigate any notification of shortages, missed shipments or quality concerns. This includes requests for product returns, credits or replacement orders.
• Act as the primary internal point of contact for assigned accounts. Ensure the Regional Account Manager is aware of any issues that surface that may need to be addressed.
• Acts as the internal coordinator for Customer projects or roll outs.
• Address any special requests for information from the customer, including but not limited to, open order status reports, reserve inventory level reports or tracking reports.
SECONDARY FUNCTIONS
• Create and maintain procedures for each of your accounts so anyone backing up the account could pick up the procedures and know how to enter orders.
• Schedule meetings as necessary for cross-functional communication on projects or issues.
• Perform other job duties as assigned.
• Proactively report on any extreme changes in inventory utilization on assigned accounts.
• Assist Accounting with investigation of past due invoices or debits.
PERFORMANCE MEASURES
• All orders entered for the accounts based on customer requirements or within siffron processing standard. Orders are to be routed using customer routing information.
• All inquiries from the customer are to be responded to the same day if possible if not then the following day.
• Reports need to be run within the time constraints set by the customer.
• Run interference on problems/opportunities to make sure that they are resolved to the customer's satisfaction. Timely response to these issues is critical. Make sure the necessary parties are informed so that the issues are not repeated and procedures amended when necessary.
• Teamwork is expected; if your work is complete reach out to your peers or manager to see who needs assistance.
• Conformance with company policy and procedure.
SUPERVISORY RESPONSIBILITY
• No supervisory responsibilities
POSITION TYPE/EXPECTED HOURS OF WORK
• This is a full-time position.
• Days and hours of work are Monday through Friday, 8 hours or as scheduled.
• Regular attendance is expected and required.
• Overtime work as needed.
• Occasional travel may be required
EDUCATION AND EXPERIENCE
• High school diploma or equivalent
• College degree preferred
• Minimum of 2+ years of Customer Service required
• Computer literacy required. Working knowledge of Microsoft Office applications, Word, Excel and Outlook is required
SKILLS (Language, Mathematical, Reasoning, Other)
• Excellent communication skills
• Based upon client/territory assignment it may be a requirement to be bilingual
• Ability to interact with others in a team manner and effectively manage projects
• Strong keyboard skills
• Proven ability to exercise solid judgement taking both the customer and the company into consideration
• Proficient in MS excel
• Ability to work in an extremely fast paced, ever-changing environment with limited supervision.
• Detail oriented with good organizational skills and ability to prioritize tasks.
CERTIFICATES, LICENSES, AND/OR REGISTRATIONS
• None
WORKING CONDITIONS/PHYSICAL DEMANDS
• In this position 80-90% of the day is spent in a seated position working on a PC terminal.
• We use headsets and the phone lines and email are recorded and monitored for quality assurance purposes.
Salary Description
$20.00 - $24.00 per hour