GBS

Job Title:                                            Customer Service Representative

FLSA Status:                                     Non-Exempt

Division & Department:                   GBS BrandConnect/GBS iTech

Reports To:                                       Customer Experience Manager

Location:                                            North Canton

POSITION SUMMARY

The Customer Service Representative serves as the primary day-to-day contact for assigned customer accounts, ensuring an exceptional customer experience from order placement through delivery. This role works closely with customers, sales representatives, internal production teams, and vendors to process orders, answer questions, resolve issues, and keep projects moving smoothly.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service

• Serve as the primary point of contact for assigned customer accounts.
• Deliver exceptional customer service through timely, professional communication.
• Answer customer questions and provide updates regarding orders, inventory, and delivery status.
• Process customer orders accurately and efficiently.
• Resolve customer concerns and collaborate with internal teams to ensure a positive customer experience.

Order Coordination

• Coordinate customer orders with sales, production, and vendors to ensure timely completion.
• Track order progress and proactively communicate updates to customers.
• Assist in resolving shipping discrepancies, production issues, and delivery concerns.
• Learn and support GBS BrandConnect and ORDO product lines and services.

Inventory & Account Support

• Monitor inventory levels and communicate replenishment needs to appropriate team members.
• Assist with inventory reconciliation and backorder management.
• Maintain customer account information, product records, pricing, and related system data.
• Perform accurate data entry and account maintenance within company systems.

Administrative Support

• Complete training on GBS products, systems, order processing, and customer service procedures.
• Maintain organized records and documentation.
• Support department initiatives and complete additional duties as assigned.

QUALIFICATIONS (Knowledge, Skills, and Ability Requirements)

• Customer service, administrative, account support, or related experience preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• High attention to detail and commitment to accuracy.
• Proficient in Microsoft Office, including Outlook, Word, and Excel.
• Comfortable learning new software and web-based systems.
• Strong problem-solving skills and ability to exercise sound judgment.
• Ability to work both independently and collaboratively within a team environment.
• Positive, customer-focused attitude with a willingness to learn.

PHYSICAL REQUIREMENTS 

• Prolonged periods of sitting and working at a computer.
• Manual dexterity sufficient to operate standard office equipment.
• Ability to occasionally lift up to 15 pounds.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

SUPERVISORY RESPONSIBILITIES

 Does this job have supervisory responsibilities? No

Are there subordinate supervisors reporting to this job? No

Are there other non-supervisory employees who report directly to this job? No

 CERTIFICATES, LICENSES, REGISTRATIONS 

None required.

Get to Know Us

Since our founding in 1971, GBS has understood the value of identifying and investing in technologies that change and improve the dynamics of how our customers do business. From developing feature-rich software solutions to deploying advanced print and marketing services and solutions using multi-million-dollar equipment, GBS is always engaged in upgrading its technology capital because we know how high-tech can translate to high productivity. Across every one of our diverse product and service platforms, we innovate increased productivity for our customers.

At employee-owned GBS, our culture is one that values people, their commitment to meeting customers' needs and the expertise that enables them to do this successfully. In sum, we are America's Productivity Partner because GBS is the home of AMERICA'S PRODUCTIVITY PEOPLE. Depth of industry experience, cross-discipline knowledge and often career longevity and company loyalty equip our team members to achieve consistently high levels of execution on behalf of our customers.

GBS Corp is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. GBS Corp is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process.