Customer Service Representative (Hybrid)

Description

We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. Our nearly 2,000 employees and 1,000 Account Executives located in 40+ sales offices across the United States are the reason HALO is the global leader in branded merchandise, uniform programs, and recognition and incentive solutions.

The Customer Service Representative works in partnership with our Account Executives, suppliers, and relevant stakeholders to drive promotional product orders to completion. This position serves as a liaison between Sales and relevant departments to facilitate order workflows, troubleshoot escalations, and ensure timely service to multiple customers. The individual in this role is expected to effectively partner cross-functionally with the Sales Team, Order Editing, Billing Team, etc., by utilizing strong verbal and written communication, and demonstrating a strong customer service orientation.

***Must be willing and able to work Central Time Zone***
HALO is committed to its hybrid workplace model and believes bringing teams together in person on common days is essential to operate as One HALO. As part of this effort, we require employees who reside within a 30-mile radius of the Sterling, IL office to work in-person at minimum 1x a week.

Responsibilities

• Run daily reports of open orders and complete necessary follow-ups as needed.
• Periodically monitor new orders to schedule appropriate follow-up actions, ensuring accurate documentation of dates and reasons.
• Review order details to confirm that shipping dates and methods are aligned with delivery deadlines.
• Track shipments using various shippers' websites.
• Proactively address and resolve any issues that emerge post-shipment to guarantee customer satisfaction.
• Maintain clear and professional communication with Account Executives, sales teams, suppliers, and all pertinent stakeholders regarding order statuses, supplier concerns, and anticipated shipping timelines.
• Respond to inquiries from Billing, Accounts Receivable, and other internal employees regarding orders assigned to Account Executives.
• Document and manage all order-related actions and updates in designated systems.
• Offer support and act as a backup for fellow customer service representatives, ensuring continuity and quality of service.
• Other duties as assigned

Requirements

• High school diploma or equivalent.
• Minimum 3 years administrative AND/OR customer service experience
• Strong attention to detail and efficient organizational skills
• Active listening skills; not interrupting and asking clarifying questions
• Experience with basic computer use, including Office, and ability to learn company specific systems
• Effective, professional written and oral communication skills; including email and telephone etiquette
• Ability to work on variety of tasks simultaneously on daily basis using effective time management to meet deadlines
• Flexibility to work concurrently as an individual and part of a team environment, providing support to others as needed

Compensation: The estimated base hourly rate for this position is between $16.50 and $19.00 per hour. Please note that this pay range serves as a general guideline and reflects a broad spectrum of labor markets across the US. While it is uncommon for candidates to be hired at or near the top of the range, compensation decisions are influenced by various factors. At HALO, these include, but are not limited to, the scope and responsibilities of the role, the candidate's work experience, location, education and training, key skills, internal equity, external market data, and broader market and business considerations.

Benefits: At HALO, we offer benefits that support all aspects of your life, helping you find a work-life balance that’s right for you. Our comprehensive benefits include nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance, along with additional Voluntary Benefits. Prepare for your financial future with our 401(k) Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).

More About HALO:

At HALO, we energize our clients' brands and amplify their stories to capture the attention of those who matter most. That’s why over 60,000 small- and mid-sized businesses partner with us, making us the global leader in the branded merchandise industry.

• Career Advancement: At HALO, we’re passionate about promoting from within. Internal promotions have been key to our exponential growth