Customer Support II

Customer Support II

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ABOUT US:

SanMar Corporation has been family-owned since 1971. Based in Issaquah, WA, we are an award-winning, national supplier of 21 retail, private label and mill brands. We supply apparel and accessories to screen printers, embroiderers, promotional products distributors, athletic dealers, industrial launderers and more — whether they are outfitting a Fortune 500 corporation or the local bowling team. SanMar’s success and growth can be attributed to one thing – outstanding employees who provide superior services and products to our customers. We promote a culture that acknowledges the importance of a healthy work-life balance, recognizing that happy and relaxed employees make better ambassadors for SanMar. We encourage initiative and participation by creating a casual environment that taps your full potential as an employee.

Position Summary:

The Customer Tech Support Team is looking for one more team player. The candidate must possess the following skills and abilities: high energy, technical ability working with our online marketing tools and online ordering system, strong communication skills, and works well in a fast pace, team environment. The team’s goal is to increase SanMar business by assisting customers with the online marketing tools and solve moderately complex technical problems with computer applications and systems, as well as work closely with our IT/marketing department.

Primary Duties and Responsibilities:

• Assists internal and external customers with our online ordering and use the web tools to a successful conclusion.
• Demonstrates ability to teach the customer how to use our on line tools.
• Assists the customer in identifying technical problems by actively listening and problem solving.
• Demonstrates ability to deal with even the most challenging customer in your daily work.
• Advises IT and Marketing about issues with websites/marketing tools.
• Produces flyers, create moderate to advanced web sites, pricelists, mini catalogs for the internal and external customer.
• Shares short cuts and best practices with team members and SanMar Corporation.
• Effectively solves problems and demonstrates the ability to find the best solution for SanMar and the customer in a timely manner.
• Expresses enthusiasm, offering a partnership approach in a positive, can-do manner.
• Analyzes systems and implements change for improvement as directed.
• Reports and log technical problems and customer feedback to IT, supervisor and appropriate departments.
• Miscellaneous projects as assigned by supervisor.

Requirements for Position:

• Familiar knowledge of multiple operating systems (Windows, Mac).
• High level of competency using a computer.
• Browser knowledge for operating systems including Internet Explorer, Chrome, Fire Fox and Safari.
• Ability to identify irregular or non working features of online tools.
• Must be able to identify and troubleshoot problems with online ordering, marketing tools, and customer computer settings.
• Must be able to think outside the box.
• Strong communication and interpersonal skills.
• Excellent at multi tasking.
• Ability to compose emails on a wide range of computer topics.
• Manages change well.
• Graphic programs experience a plus (photoshop, illustrator).
• HTML code knowledge is desired.
• Demonstrates high standards in customer service.
• A high degree of accuracy a must.
• Must have the desire and patience to work with and instruct others.
• Positive attitude and high energy level.
• Models behavior that supports the company purpose and values.
• Must have a strong attendance.
• Must be a strong team player.

Qualifications:

• Candidates for this position must have a successful work performance, excellent attendance and demonstrate the ability to communicate effectively.
• Must be able to work well with others, use productive work methods, displays initiative, and demonstrates innovation on the job.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel; frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. The employee is regularly required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

Work environment is moderately quiet. Employee must be able to handle strenuous customer deadlines and be flexible and available to interact with employees at all levels.

BENEFITS:

• Competitive salary and bonuses
• Medical, dental and vision plans
• Life insurance
• 401(k) plan with company match
• Flexible spending program
• Anniversary rewards
• Discounts on brand name apparel
• Diverse, laid-back atmosphere
• Flexible schedules
• Monthly employee events