Customer Services Specialist - Promotional Products Marketing


TSMGI (The Specialized Marketing Group, Inc.) is a promotional, sports and event marketing agency, specializing in brand-enhancing programs that embrace creativity, innovation and excitement. TSMGI combines the personalized attention and passion of a small business with the cutting-edge capabilities of a larger one. Founded in 2000, TSMGI is honored to work with a wide variety clients, from small to mid-sized companies to global Fortune 500 organizations. TSMGI has been recognized by Chief Marketer’s Promo Magazine as a "Top 200" agency each year since 2008. Headquartered in the northern suburbs of Chicago, IL; TSMGI also has offices in Milwaukee, WI, Lexington, KY, and Charlotte, NC,.

Position Details

Customer Services Specialist - Promotional Products Marketing
Southeast Wisconsin
Deerfield, IL or Milwaukee, WI

The Customer Services Specialist is responsible for performing the day-to-day order processing functions for TSMGI’s Promotional Products division. Primary responsibility is to support the Client Account Teams which includes, but is not limited to, efficient, timely processing of orders; researching and resolving order discrepancies with vendors, customers and Account Teams; responsive resolution of any order-related concerns involving client questions, product quality, accounting, technology, purchasing, inventory and shipping.

  • Follow day-to-day order processing “Best Practices” in a manner that optimizes efficiency and accuracy
  • Address, resolve and respond to all order-related customer questions or concerns
  • Provide on-going feedback to the to the Customer Services Manager for updates to “Best Practices” Customer Services manual
  • Process orders in alignment with established department standards for volume, accuracy, and turn-around-time
  • Ensure all order discrepancies are resolved within the agreed-on inter-departmental and client-driven problem-solving standards and timelines
  • Interact with customers in a responsive, courteous, relationship-building manner that causes clients to feel valued and appreciated
  • Assist other team members to ensure skills and development of all team members are optimized
  • Contribute to an environment of support and motivation within the department
  • Maintain openness to feedback on performance on a daily, weekly, and monthly basis to optimize performance and development
  • 1-2 years of customer service experience
  • Strong customer service orientation
  • Effective interrelationship skills
  • Decisive problem solver
  • Aptitude for fast and accurate data entry
  • Tech savvy regarding ERP systems
  • Meets department standards for order entry accuracy and productivity
  • Responsive and timely problem-solving for external and internal customers 
  • Open & responsive to performance feedback
  • Positive contributor to dept. morale
  • Supportive of team members 
  • Communicates customer service issues in a clear, succinct manner
  • Contributes new and revised ideas for dept. “Best Practices”

TSMGI offers competitive benefits including health care, short and long-term disability insurance, life insurance, paid time off, retirement savings plan; and a friendly, positive and fun work environment.

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