Information and Product Specialist

CalChamber is a not-for-profit organization committed to helping California businesses survive and thrive while complying with complex laws and regulations. Our members are a diverse group, ranging from companies such as Microsoft and the Walt Disney Corporation to local companies with a handful of employees.

For more than 125 years, CalChamber has worked to make California a better place to live, work, and do business by giving private sector employers a voice in state politics and providing a full range of California-specific products and services.

Summary

Assures timely and complete communication of information provided to Operations and other Business Services departments as needed for successful operations.  Assists Operations Manager on day-to-day projects and product lines including state, local and national poster management.

Essential Duties and Responsibilities

  • Update customer service and sales representatives as necessary (daily, weekly and monthly) on changes in products, marketing and tools (Touchpoint, Navision and HRCalifornia, etc.) so they can effectively respond to external and internal customer needs.  Assure that resource documents and process documents are current at all times.
  • Train all new CSR and/or Sales staff on roles, marketing, CalChamber products, Touchpoint, Navision and processes associated with orders, product returns, activities, etc.
  • Work closely with all Business Services and other select internal departments including product development, marketing, sales, operations managers, seminar/webinar, legal, technology and warehouse on changes in products and information relayed to customers and staff.
  • Following the Chamber’s style guide, will be responsible for editing and proofreading product, marketing content and offers, and customer communications.
  • Manage co-branded poster orders and processes including customer distribution to Operations staff, work with creative vendor to create new and updated proofs for approval to print and work with Operations Manager to place print orders, review print proofs and set delivery expectations. Communicate poster delivery information to staff.
  • Manage Customer Service Week tasks and other staff contests or events under the supervision of the Operations Manager.
  • Monthly review of all poster notices and pamphlets to verify CalChamber always has the most current version. Communicate with agencies as questions/changes arise. Document and communicate to Operations Manager.
  • Work with marketing and accounting to create new product SKU requests as needed. Update associated documents and communicate change appropriately to staff
  • Continual awareness and input for improvements to workflow, procedures, cost reduction, and potential problems, reporting to appropriate management personnel.
  • Back-up 800 Customer Service incoming calls, chats and emails as needed to take product orders, answer customer questions, advise on products and services, and resolve customer complaints.
  • Special projects and other duties as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Public speaking.
  • Training experience and the ability to create reference materials to reinforce concepts and information provided during training.
  • Ability to work with minimum supervision, self-motivated.  
  • Requires previous customer service telephone work (3-5 years). 
  • Business-level English and grammar skills, both written and spoken.
  • Familiar with common web browsers (i.e. Internet Explorer, Fire Fox, and Safari) and a good understanding of internet concepts and technologies.
  • Fast and accurate data entry, very detail-oriented.
  • Independent problem identification, analysis and solutions, ability to work through problems individually and with the team.
  • Ability to prioritize and manage multiple tasks with good organizational skills, and the ability to work under daily, weekly and monthly deadlines.
  • Ability to work extended hours when required or requested.
  • Ability to be cross-trained on departmental procedures and to exhibit flexibility to shift job duties as demand arises.
  • Must be reliable and flexible with daily assignments.
  • Knowledge of, or ability to learn, CalChamber’s Navision enterprise system and other essential databases.
  • PC literate with knowledge of Word, Excel and Outlook.
  • Able to effectively work in a team as well as independently.
  • Excellent telephone and customer service skills required.
  • Foster and support a respectful and supportive team culture.

To apply, please email cover letter and resume to employment@calchamber.com