Customer Support Representative

Company Summary:

RPI Print, headquartered in Seattle, WA, is a global print partner dedicated to making brands successful through sustainable and reliable digital printing solutions. Serving businesses of all sizes and industries worldwide, RPI Print provides an integrated, end-to-end digital printing supply chain with facilities and partners across the US, Europe, and Australia. With a strong emphasis on building lasting relationships, RPI Print values real connections with its customers as much as it does its innovative approach to digital printing.

A key brand in RPI Print's portfolio, Blurb® is a software-driven book creation and self-publishing platform that gives creators the ability to design, publish, and sell photo books, trade books, and magazines in print and digital formats. We're here to simplify book creation and self-publishing for everyone. Authors, photographers, small business owners-whoever you are, welcome.

Position Summary:

As part of our Customer Support Team, the Customer Support Representative serves as the first point of contact for our global customer base, supporting inquiries via email, chat, phone, and support tickets. Starting with a focus on Enterprise B2B support, this role will expand to include eCommerce B2C (Blurb) support as well, providing the opportunity to engage with both sides of the business. This position is essential to fostering long-term relationships, ensuring customer satisfaction, and representing RPI Print's brand values.

You will work onsite during peak seasons, with a hybrid option post-peak.

Key Responsibilities:

• Customer Assistance & Communication:
  • Respond promptly and courteously to customer inquiries across various channels (web, email, chat, and phone), supporting customer needs related to products, services, and orders.
  • Provide accurate information about products and services while maintaining a solution-oriented mindset.
  • Manage quality concerns from production and communicate effectively with partners on undeliverable orders.
• B2B and B2C Customer Support:
  • Adapt communication styles to meet the distinct needs of Enterprise B2B clients (who often require formal, in-depth interactions) and B2C customers, where interactions may be more direct and fast-paced.
  • Gain proficiency in multiple support systems and processes to deliver effective solutions for both sides of the business, ensuring a seamless experience.
• Customer Advocacy & Relationship Management:
  • Own and manage the end-to-end customer experience, ensuring timely follow-up and resolution to enhance satisfaction.
  • Serve as a customer advocate, proactively sharing customer feedback with internal teams to support product and process improvements.
  • Build long-term relationships that align with RPI Print's values, collaborating with Leadership Teams to align customer needs with company priorities.
• Technical & Analytical Support:
  • Troubleshoot order issues, including payment, shipping, and technical challenges for both B2B and B2C customers.
  • Document customer interactions accurately and escalate complex cases to other departments as needed.
  • Identify and communicate trends in customer feedback, sharing insights with relevant teams for ongoing improvements.
• Collaboration & Process Improvement:
  • Work with team members to streamline processes and support a positive customer experience across both business areas.
  • Collaborate with internal teams to create a seamless experience between the end user and manufacturing, particularly during peak seasons.
  • Participate in ongoing training to stay updated on product updates, eCommerce tools, and internal systems (e.g., Zendesk, Microsoft Office Suite, Power BI, Tableau).
• Performance & Compliance:
  • Monitor and meet service level agreements (SLAs) and key performance indicators (KPIs) to ensure timely, effective resolution of customer inquiries.
  • Consistently communicate customer feedback, backed by data, to drive improvements in customer satisfaction.

Qualifications:

• High School Diploma or equivalent required; AA degree or higher preferred.
• 3-5 years of customer service experience, ideally in both B2B and B2C environments or a role requiring adaptability across customer types.
• Exceptional verbal and written communication skills; able to handle high-volume interactions with professionalism.
• Proficient with Microsoft Office Suite and customer support software, such as Zendesk and Tableau.
• Strong analytical, problem-solving, and organizational skills, with attention to detail and the ability to see the big picture.
• Team-oriented, adaptable, and comfortable working in a fast-paced environment.
• Familiarity with the printing, publishing, or digital media industries is a plus.

Performance Measures:

• Achieve high customer satisfaction (CSAT) scores.
• Meet business SLAs for response times and resolution.
• Contribute to improving customer experiences and maintaining high-quality customer relationships