Handle customer calls and mail order entry as assigned. Complete work in a friendly and professional manner. Ensure that all information is correct and communicate to the customer regarding; product knowledge, delivery methods, out of stock items, substitutions, specials, ship dates, policies and procedures, and price information.

Essential Functions

• Receive and process telephone calls, mail and fax orders, and catalog requests from customers in the US and Canada in a professional and courteous manner based on current procedures.
• Perform telephone and mail functions in all Business Units.
• Upsell, including but not limited to; CS specials, new product, favorites to achieve daily sales target.
• Work on special projects as needed, including but not limited to completing outbound calls to customers for various reasons.
• Assist customers with issues including, but not limited to web questions/problems, credits, refunds, promotions, invoices, new accounts, returns, miscellaneous billing, and reship.
• Investigate customer inquiries or order issues and complete related documentation.
• Provide personalized customer service of the highest level and maintain all customer information confidential.
• Meet Department production and quality standards.
• Respond to a fluctuating volume of calls and hard copy orders.
• Maintain regular, predictable attendance.
• Abide by all policies and procedures of the Oriental Trading Company and SmileMakers.
• Contribute to making SmileMakers a great place to work.
• Must be able to attend face-to-face meetings on short or little advance notice.
• Work requires in-person collaboration among colleagues and contractors.

Marginal Functions

• Assist in the training of new Call Center employees on the computer system and procedures of Call Center operations as requested by a Supervisor.
• Other related duties and projects as assigned.

• Requires the ability to accurately type 4,200 keystrokes per hour.
• Sound knowledge of telephone etiquette.
• Requires good reading, listening, and interpersonal communications skills.
• Must be able to effectively read, write legibly, and speak English.
• Must be able to read and navigate through numerous computer windows in an efficient manner while speaking with customers.
• Must display a friendly manner and high degree of tact in dealing with customers is needed.

• Previous customer service experience preferred

• Requires sitting for extended periods of time in a repetitive motion position. Although position is primarily sedentary, frequent movement may be required.

Equipment Utilization

Description of Working Conditions

SmileMakers (www.smilemakers.com) is the premier provider of patient giveaways and practice promotion products for the dental and medical markets. Founded in 1977, SmileMakers mission is to make smiles happen! In 2013, SmileMakers was purchased by Oriental Trading Company, the nation's largest direct retailer of value-priced party supplies, arts and crafts, school supplies, toys and novelties. With a corporate vision to “Make Life More Fun,” Oriental Trading (a Berkshire Hathaway company) spreads joy and smiles to millions each year through a robust family of brands; Oriental Trading, Fun Express, MindWare, SmileMakers, Morris Costumes and halloweenexpress.com.

EOE