Sample Operations & Customer Support Specialist (Hybrid)

Job Title:

Sample Operations & Customer Support Specialist (Hybrid)

Who we are:

Kernow Coatings is the industry leading manufacturer and supplier of specialty print media for the digital print market. Founded in the UK in 1974, Kernow Coatings services a world-wide network of commercial printers, distributors, and printer manufacturers with specialty synthetic materials designed to raise the bar on quality and sustainability in the world of commercial print. The Kernow North America group has a laser focus on supporting and growing customers in the $85 Billion North American print market.

What we are seeking:

A highly motivated and energizing someone who wants to take pride in providing exemplary customer service support along with building customer relationships from the inside out. This is a hybrid position that requires in-office work from our West Seneca, NY office for at least 2 hours of each workday. You have the option to work from the Kernow office the whole day, or work from home the rest of the day. Your primary job each day is to pick, pack and ship samples to our customers. In this role, you will organize and inventory all samples and partner hand-in-hand with the Customer Service Team and Outside Sales Teams to help support, grow and foster existing accounts, delivering highly valued support to both the Kernow team and our customers!

Who You Are:

You are a key part in the team strategy that is propelling the next stage of growth at Kernow:

• You’re a self-starter, able to work independently in the Kernow office with the option to work from home part of each day. This job requires in-office work for at least ¼ of each work day.
• You’re organized! You’re that person who will ensure all sample orders are processed daily. You will respond to customers in a timely manner, make sure samples get followed up on, and see to it that our customers have everything they need for success once they enter our program.
• You’re energizing! We have dynamic and excited team with a diverse background…but more importantly, we have a passion for what we do!
• You’re resourceful! We will make sure you are surrounded with industry leading tools and some of the best experts in our business, and you’re just the person that knows how to use them. You’re not afraid to ask questions, utilize the tools at your disposal, and do what it takes to gather the information both the team and our customers need!
• Most importantly: You understand that customers come first! No business succeeds without taking care of their most important asset…their customers. You know that and you’re willing to be the voice of the customer inside Kernow, make each client feel valued, and see to it that our reputation for exceptional customer service continues!

What You’ll Be Doing:

• Pick, pack and ship samples to our customers daily.
• Organize and maintain the sample room, ensuring all items are properly labeled, monitoring and replenishing stock as needed.
• Receive, unpack and log incoming samples into the database; you must be able to occasionally lift cartons of samples weighing 20-40 lbs.
• Work alongside the Customer Service Team to process orders via a cloud-based inventory management system, generate freight estimates, send order and shipping confirmations, liaising with Kernow’s 3PL and our customers both in a timely manner – this would be to support the existing CSR lead and fill in during their time off, as needed.
• Lead support on Tickets, entering all pertinent information into the CSR system, following through until a resolution has been reached including issuance of credits and any corrective actions, as required.
• Helping maintain the CRM database, setting up new customers, contacts, vendors, etc.
• Provide inside sales support to Outside Sales: quotes, sample follow ups and account organization, communicating with customers and our internal team as required via email and phone.
• Provide support in other areas of operations & sales as needed.

Qualifications

• Strong communication skills, particularly over phone and email required. Most of our team works remotely and must communicate with each other effectively.
• Exceptional organizational abilities with a keen eye for accuracy and detail.
• Experience supporting customers remotely preferred.
• Experience using CRM or ERP systems preferred. We rely heavily on our internal systems.
• Live in the Buffalo, NY area.

Benefits:

Kernow offers a competitive base salary dependent on experience.

401k with matching benefits and other benefits.