Overview of Role:

The Customer Support Agent is responsible for managing pre-order, post-order, and general customerinquiries for theNorth American market, ensuring an excellent customer experience through timely communication, problem resolution, and coordination with internal teams.

This role acts as a key pointof contact for customers and sales teams,supporting the fullorder lifecycle, from product inquiries and quotations through to delivery, issue resolution, and after-sales support.
Ready to join us? Apply now and become part of a team that values creativity, collaboration, and continuous growth.

Primary responsibilities

Customer Support & Communication

• Handle inbound and outbound customer communications via email,phone, and chatin a professional and timely manner.
• Provide excellent customer service by resolving inquiries, complaints, and escalations throughto full resolution.
• Proactively communicate updates and manage customer expectations throughout theorder process.

Pre-Order Support

• Manage customer requests related to pricing, quotations, product information, virtuals, samples, and product alternatives.
• Support customers and sales teams with productselection, vision boards,and other sales tools.
• Handle inquiries relatedto compliance, packaging, rush requests, and special orderrequirements.

Post-Order Support

• Provide order updates, tracking information, and support for out-of-stock alternatives or order changes.
• Manage missed ship dates,delivery issues, returns, pickups, and reverselogistics activities.
• Create redo orders, production requests, and factory backorders where required.

Issue Resolution & Escalation Management

• Create and manage tickets, service requests, and action requests in internal systems to track and resolve issues efficiently.
• Process credit memosand coordinate corrective actions where necessary.
• Escalate issues appropriately and collaborate with internal stakeholders to ensure timely resolution.

Cross-Functional Collaboration

• Work closely with Sales, Production, Logistics, and other internal teams to ensure smooth order processing and customer satisfaction.
• Support internal teams with API inquiries, website registration, and system-related processes when needed.

Administration & Performance

• Maintain accuraterecords of customerinteractions, issues, and resolutions in internal systems.
• Monitor and manage assigned tasks and workflows, ensuring SLAs and KPIs are consistently met.
• Contribute to team goals related to service levels, customer satisfaction (CSAT), and Net Promoter Score (NPS).

Additional Duties

• Comply with allcompany policies, procedures, and safety regulations.
• Maintain a cleanand organised workenvironment.
• Support additional tasksand projects as required by management.
• Must be available to handle inboundand outbound communications (internal and external).

Requirements & Qualifications

• Previous experience in a customer service or sales role is essential.
• Experience in a B2B environment is an advantage.
• Experience in the promotional products industry is a plus but not required.

• Languages – Native-level or near-native English language skills are required, particularly in spoken communication, as this role involves frequent phone interaction with customers and requires the ability to clearly understand, interpret, and resolve customer inquiries efficiently. Excellent written communication skills in English are also essential
• Strong customer service mindset with excellent communication and interpersonal skills.
• Strong problem-solving skillsand ability to make decisions quickly under pressure.
• Excellent attention to detail and a high level of accuracy.
• Strong organisational and time management skills with the ability to prioritize effectively.
• Ability to work with urgency in a fast-paced and dynamic environment.
• Team playerwith the abilityto collaborate cross-functionally.
• Strong computer literacy, including Microsoft Office, and online systems/databases. Salesforce experience would be an advantage

Our Hiring Process

• Application Review
• Phone screening (if your profile matches the role requirements)
• One interview with the Marketing Manager if the screening is successful (45 minutes to 1 hour)
• Final decision

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First:

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement:

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented:

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity:

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric:

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

About Goldstar
Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we’re helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We’re continuously working on being better at everything we do, embracing a desire for ongoing transparency, innovation and growing our focus on sustainable development.

We’re committed to helping shape a better, brighter future—together