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Customer Service Representative

The Aspen Brands Company Duluth, GA
  • Expired: 16 days ago. Applications are no longer accepted.


The Customer Service Representative (CSR) is responsible for taking customer inquiries, and providing product and services information as well as researching issues and resolving complaints and issues to enhance customer satisfaction and increase customer loyalty. Great phone voice with upbeat personality, this person will communicate effectively and have the ability to calm irate callers. This position involves working in a fast paced environment and the CSR will be expected to adapt quickly to change.

ESSENTIAL RESPONSIBILITIES AND DUTIES: The following responsibilities and duties may vary slightly throughout the department so that all areas are covered and to allow for specialization and back up as needed:

  • Responds to incoming calls, emails, and chat from customers requesting product information; helps them find the right product for their event and uses company systems to enter order details

  • Answers and responds to calls, emails, and chat pertaining to retail and wholesale customer issues; researches and resolves retail and wholesale customer issues regarding back orders, cancellations, billing issues, quality, shipping issues, and errors etc.

  • Achieves performance benchmarks as established for numbers of phone calls, total sales, abandonment rates, accuracy etc.

  • Contacts customers via phone and email to alert them of order issues or to follow up on prior concerns; researches billing issues and misapplied payments, issues credits for returns

  • Makes customers aware of other products and services available to them for growing sales and customer satisfaction

  • Alerts supervisor of any trends identified in customer calls and monitors retailer website for compliance issues

  • Processes new customer registrations and new orders

  • Verifies order status via email, outbound or incoming calls

  • Accurately input and process orders and invoices for key customers as needed

  • Processes UPS claims for damaged or lost orders, may also handle UPS pickups

  • Handle data feeds, process personalization requests on baby gifts and create gift certificates for customer purchases as needed

  • Support other CSR’s and assist with difficult callers

  • Works with other departments to assist on special projects as needed, for example helping with packing, special accounts, clerical work for other departments, special errands and projects.

  • Accepts other assignments as directed, which may or may not be written in the job description



  • High school diploma or equivalent with at least five (5) years experience in a customer service/call center role, preferably in retail internet sales.

  • Must be flexible to work Monday - Friday

  • Excellent communication skills, both written and verbal, multi or bi-lingual is a plus

  • Strong interpersonal relationship and team building skills, and the ability to handle irate and frustrated customers in a tactful and professional manner.

  • Excellent listening skills and the ability to resolve problems independently with sound business reasoning.

  • Ability to work independently in a fast-paced, changing environment with changing priorities and multiple tasks and meet all deadlines

  • Ability to deliver excellent customer service internally and externally

  • Organized with strong problem solving skills and follow up

  • Attention to details and a high level of accuracy

  • Ability to maintain a positive attitude and strong work ethic


This position requires proficiency in MS Office, UPS Worldship, Bold Chat, Stoneedge and Yahoo store as well as back office programs. This position also requires use of typical office equipment such as phone, fax, printers etc.


This position requires the ability to work for much of the day sitting at a computer work station, using a telephone headset to take customer service calls.


The position is based in the company’s headquarters in Duluth, GA. Local candidates only.