Customer Service Representative

Customer Service Representative

Job Title:

Customer Service Representative

FLSA Status:

Non-Exempt

Department:

Sales

Reports To:

Vice President of Sales

Job Summary

The Customer Service Representative (CSR) is responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking responsibility for each customer contact and ensuring that all customer requirements are completely met. As the CSR, you are the primary internal representative of our organization; you must convey to the customer a sense of expertise in our printing services and capabilities.

Under the direction of the Vice President of Sales, the CSR provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and problems, processing orders, and tracking the status of orders in accordance with company policies and procedures.

As a CSR, you are a member of the Sales Team, and together are responsible for supporting the company's vision and mission. As a CSR, you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

General and Administrative

• Maintain a professional appearance and demeanor that reflects the company's commitment to quality, continuous improvement and respect for all individuals.
• Communicate effectively with the Owners, the Sales Team, and the Production Team, informing and updating them regularly to guarantee that sales and customer objectives are met.
• Follow company systems and procedures.
• Participate as a key team player by supporting operations as needed.
• Comply with all OSHA safety requirements.

Customer Service

• Perform all activities necessary to assure a high level of customer service satisfaction and repeat business.
• Process customer requests/orders in a courteous, efficient, accurate and timely manner.
• Enter all required information into the computerized system to create customer orders, ensuring accuracy and timeliness. Prepare documents and correspondence as needed.
• Contact clients to follow-up on quotes and obtain feedback.
• Prepare all assigned reports and correspondence accurately and on time.
• Create and maintain customer files.
• Address and resolve customer inquiries, problems and complaints regarding products, services, billing, etc. and facilitate satisfactory resolution.
• Provide support to the sales team.
• Complete special projects as assigned.
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

Qualifications

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.

• High school diploma or GED equivalent.
• Experience in sales or customer service in the printing or graphic arts industries.
• Proven listening and strong communication skills, both written and verbal, with the ability to articulate requests and actions in a concise, clear, and timely manner.
• Excellent interpersonal and customer service skills.
• Ability to identify and meet customers' needs and requirements.
• Strong attention to details and interested in preventing errors and solving problems.
• Demonstrated excellence in organization and time management skills.
• Able to perform multiple tasks efficiently.
• Strong computer and mathematical skills.
• Ability to move freely throughout the building to gather information as needed.
• Previous experience or an understanding of a Lean Manufacturing environment preferred.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; and talk or hear. The employee is occasionally required to stand; walk; and reach
• Fast-paced environment at times: subject to schedule and priority changes and short notice activity.
• The noise level in the work environment is usually moderate. In the plant area, moderate to occasional loud noise level.
• Occasional exposure to ink, chemical fumes, and airborne particles.