Job Description

NOTE: THE IDEAL CANDIDATE IS AN EXPERIENCED CRAFTER WHO IS COMFORTABLE TALKING TO CONSUMERS ABOUT CRAFTING, PLAID PRODUCTS ETC. THE IDEAL CANDIDATE MUST BE AN EXPERIENCED CRAFTER. WHEN SUBMITYTING YOUR RESUME, PLEASE INCLUDE A COPY OF YOUR RECENT CRAFT PORTFOLIO.

Company Description

Plaid Enterprises, Inc. is a leading manufacturer of creative do-it-yourself products and is located in Norcross, GA. Our dedication to innovation in product design and meeting the ever-changing needs of consumers has made the Plaid family of products among the most recognized and desired brands worldwide. Notable brands in Plaid's portfolio include FolkArt®, Gallery Glass®, One Stroke™, and Mod Podge®.

Role Description

This is a full-time on-site role for a Consumer Affairs, Customer Service Representative. The Customer Service Representative will be responsible for delivering excellent customer service, resolving customer issues, managing customer satisfaction, and providing support for customers. The Customer Service Representative will be responsible for handling phone calls, emails and social media messages from consumers.

2025 CONSUMER AFFAIRS JOB DESCRIPTION

HOURS 8:00-5:00

POSITION TITLE: CONSUMER AFFAIRS REPRESENTATIVE

WORKS: IN OFFICE

DEPARTMENT: CONSUMER AFFAIRS/ CUSTOMER SERVICE

PRIMARY FUNCTION:

WORK DIRECTLY WITH CONSUMERS TO ASSUAGE CONCERNS OR PROBLEMS THEY MAY HAVE WITH A PLAID ITEM OR SERVICE. INTERACT WITH CONSUMERS AND CONNECTING THEM WITH PLAID’S PRODUCTS. NINTEY PERCENT OF CONSUMER AFFAIRS EMAILS AND CALLS ARE TECHNICAL SUPPORT QUESTIONS ON HOW TO USE PLAID PRODUCTS.

 AREAS OF RESPONSIBILITY:

◙ RECORD AND RESPOND TO CUSTOMER FEEDBACK VIA EMAIL, PHONE OR SNAIL MAIL, FOR ACTIONABLE IMPROVEMENTS THAT COULD BE MADE TO IMPROVE CUSTOMER EXPERIENCE.

◙ IDENTIFY CUSTOMERS’ NEEDS, CLARIFY INFORMATION, RESEARCH ISSUE AND PROVIDE SOLUTIONS

◙ PROVIDE ONGOING FEEDBACK AND FLOW INFORMATION BETWEEN PRODUCT MANAGERS, MARKETING & CUSTOMER SERVICE DEPARTMENTS.

◙ PROVIDE TECHNICAL PRODUCT SUPPORT AND ADVICE TO CONSUMERS VIA EMAIL, OR PHONE REGARDING PRODUCT USE AND/OR PROPER PRODUCT APPLICATION, AS WELL AS PROVIDE POSSIBLE FIXES FOR CONSUMER ERRORS IN APPLICATION

◙ MAINTAIN LOGS OF PRODUCT ISSUES AND CHECK REQUESTS

◙ PROVIDE ASSISTANCE ON IN HOUSE PROJECTS, SUCH AS PRODUCT TESTING, PACKAGING, ADDITION OF ADDENDUMS AS REQUESTED,

◙ RESOLVE A DIVERSE RANGE OF ISSUES INVOLVING CONSUMERS, AND (SOMETIMES RETAILERS) INCLUDING GENERAL QUESTIONS AND PROBLEMS INVOLVING PRICING, PRODUCT USAGE AND CARE, PRODUCT AVAILABILITY, INVENTORY, TRANSPORTATION AND PRODUCT DELIVERY

◙ PROVIDE REQUESTED PRODUCT SAFETY INFORMATION (SDS/MSDS) TO SAFETY OFFICERS IN ASSISTED LIVING, ADULT DAY-CARE, PRISONS, SCHOOLS, CHURCHES, LIBRARIES FOR COMPLIANCE.

◙ PROVIDE FEEDBACK AND SUGGESTIONS ON PROVIDING INFORMATION FOR CLEARER UNDERSTANDING BY END USERS.

◙ PROVIDE EXCELLENT CONSUMER SATISFACTION TO INSURE BOTH CUSTOMER LOYALTY AND TO PREVENT ESCALATION.

◙ PROVIDE PRODUCT WARRANTY COMPLIANCE DIRECT TO CONSUMER AS WELL AS TO RETAILER VIA CUSTOMER SERVICE DEPARTMENT.

◙ RESPOND TO CONSUMER QUESTIONS WHEN POSTED VIA RETAILERS WEBSITES (AMAZON'S REVIEW BOX. WALMART AND TARGET VIA BAZAAR VOICE). TOOLS USED FOR PRODUCT REVIEWS.

◙ PROVIDE PRODUCT SUPPORT TO ALL PLAID PRODUCTS BY LEARNING, EXPERIENCING AND GATHERING EVERY BIT OF AVAILABLE INFORMATION ON SAID PRODUCTS.

REQUIREMENTS:

• MUST BE AN EXPERIENCED CRAFTER, THE END USER RELIES ON OUR KNOWLEDGE TO HELP
• PREVIOUS EXPERIENCE IN CUSTOMER SUPPORT ROLE
• MUST HAVE IMPECCABLE PHONE AND VERBAL COMMUNICATION SKILLS ALONG WITH ACTIVE LISTENING
• ABILITY TO MULTI-TASK, SET PRIORITIES AND MANAGE TIME EFFECTIVLEY
• ABLE TO RESPOND TO A CONSUMER’S NEEDS WITH EFFECTIVENESS.

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