Customer Service Representative

Title:  Customer Service Representative

Reports To:  President

Position Overview: 

The Customer Service Representative (CSR) is an entry level position to gain an understanding of the branded merchandise industry, McKenzie SewOn (McS) service capabilities, and McS sales process.  This is achieved through daily interaction with clients and prospects that both walk in our front door and call in, as well as processing orders that are submitted by our sales team.  The ultimate goal of this position is to transition in to a sales position within our organization.

Providing an exceptional client experience with McS is top priority.  This position is the first face people see when walking in our front door and the voice they hear when calling in.  Passion for the branded merchandise industry with an energetic and professional presence are key characteristics to success within this position and our organization.


  • Provide an exceptional client experience – ensure clients feel taken care of and appreciated
  • Work directly with clients face to face, by telephone, or electronically
  • Professional written and verbal communication with both clients and team members
  • Answer the main company phone line
  • Assist all walk-in clients with order pick up, payment, and other needs
  • Direct clients and prospects to the appropriate team member
  • Review and process submitted orders, issue purchase orders to vendors, and track orders to ensure on time delivery to clients using our @ease software
  • Clearly communicate order tracking details to the sales team using our @ease software
  • Any other tasks assigned by the Executive Team

Key Competencies

  • Desire to move in to an account management or other sales position
  • Desire to provide an exceptional client experience
  • Passion for the branded merchandise industry
  • Passion for learning and self-motivated
  • Attention to detail and organization
  • Clear and precise communicator
  • Customer service strategies
  • Ability to adapt to different situations
  • Ability to remain calm in stressful situations
  • Proficient in the Office Suite (Word, Excel, and Outlook)