Job Description

Job Title: Goldstar Cimpress Customer Care Agent Location Tunis, Tunisia Reporting to: Contact Centre Operations Supervisor

of Role:

To primarily manage and develop Cimpress Accounts - namely Cimpress family merchants such as Vistaprint, Cimpress Open, WirmachenDruck, Pixart, Druck.at and Printdeal - through proactive account management and providing the highest levels of service.

Performing the role in line with the Goldstar Values:

Family - Treating our customers and our Goldstar team members like family

Simplicity - Ensuring all our solutions we supply for our customers are easy with no hassle

Delighting our customers – We make sure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product

Work hard, play hard - Work hard and give our all and at the same time love and enjoy what we do

Primary responsibilities

Build Key Account Relationships

• Provide a full and proactive day-to-day account management service for some key Cimpress merchant accounts
• Responsible for relationship development and meeting all customer expectations

MCP Platform Management

• Become an expert in CARE modules Cimpress MCP (Mass Customisation Platform) including order operations, Claims, Product Catalog and pricing explorer
• Using all MCP based reports such as Failed to Import Dashboard, SLA report, Vistaprint order dashboard, claims platform, order management report and supplier inventory manager to support on-time shipments and visibility of all orders

Order Management and Issue Resolution

• Regular order management to ensure that our production team is meeting agreed dispatch and delivery targets. Manage and resolve escalated client and order issues
• Work closely with production and other Goldstar support teams to ensure smooth flow of Cimpress merchant orders, using initiative to help resolve any issues (logo, order release, orders failed to import, address corrections)
• Weekly meetings with Senior Merchandising Manager and MCP team

Order Entry and Management of select Manual orders. Includes:

• Manual POs for blank product from Vista
• Any needed Manuel POs for Print Brothers/Print Group (example: AllesklarDruck)

Product Knowledge

• Be a product expert in all facets of what Goldstar offers and the features and benefits
• Keep up with industry trends and the competitive landscape

Requirements & Qualifications

Previous experience and knowledge

• Previous experience working with promotional products distributors, and a detailed understanding of the supplier / distributor market is an absolute necessity
• 1-2 years customer service experience particularly in relation to finding customer solutions is essential
• An understanding of the promotional merchandise web-to-print market is an advantage

Key Skills and Attributes

• Ambitious and driven, with an ability to build strong customer relationships
• Demonstrate ability of using initiative to solve customer problems and the ability to maintain calm and professional under pressure
• Strong attention to detail is a key requirement for this role
• Self- motivated and able to work in a self-directed entrepreneurial environment
• Work in a fast paced environment
• Great telephone manner: courteous interpersonal, communication and presentation skills
• A sense of urgency and ability to, clear speech, good call management, assertive & tenacious
• Computer literate, with good keyboard skills; and in particular strong excel skills are essential
• Team player with strong organization skills

• Fluent level in English. Another European language will be a plus

What we will provide:

• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business
• A supportive environment with opportunities to grow and develop your career
• A modern, fast paced and exciting company culture

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.

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

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

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