We are looking to hire an individual to work in our customer service department. This is an onsite full-time position, Monday – Friday (8-hour shift), daytime hours. Weekly hours may exceed 40 on occasion during busy periods.

ABOUT THE POSITION

The Account Representative role is a high-impact position responsible for processing and monitoring incoming jobs from start to finish, making judgments and discretionary decisions that affect the operations of the organization and effectively communicating those details to both external and internal customers. Qualified candidates must be organized, detail-oriented and maintain excellent communication; can effectively manage their time while prioritizing competing tasks; and must be teachable and open to feedback.

Responsibilities include, but are not limited to:

General Customer Service

• Must be willing to gain an in-depth understanding of Documation’s capabilities and effectively convey relevant options to customers.
• Provide professional and friendly service to our customers via telephone and email.
• Cultivate and maintain relationships with assigned customers and identify new business opportunities.
• Adhere to established performance objectives.
• Conduct follow-up communication with clients on open quotations, job satisfaction, etc.
• Service the customer by solving problems, gathering and transmitting information as needed and demanding the highest quality product.
• Maintain or increase sales revenues for assigned accounts by providing and ensuring exceptional service.
• Return voicemail message and/or email message within a specific time frame.
• Ensure that uncovered customer needs and problems are properly communicated.
• Enter and maintain account and contact information in computer system.
• Serve as a back-up to other ARs.

Quoting / Order Processing

• Communicate with customers to ensure accuracy of information for quoting and gain a complete understanding of project expectations.
• Submit complete and accurate quote requests to estimating.
• Review cost analysis from estimating and create quote letter for client according to department procedures.
• Enter orders into the computer system, communicating as needed with the customer and referencing previous job to ensure accuracy and completeness.
• Enter orders on production schedule.
• Initiate and quote change orders as required, keeping job ticket information complete, accurate and current.
• Schedule and traffic jobs to meet customer’s expectations and deadlines, informing the customer of any changes in delivery dates.
• Ensure customer supplied components are available on time to meet assembly schedule.
• Attend internal meetings and communicate the status of jobs, any unique circumstances relating to jobs, etc.
• Monitor cost reports of larger jobs to ensure costs stay within quoted dollar amount.
• Work with management regarding credits / customer allowances.

Qualifications:

• Post high school education in business, marketing, finance or similar discipline desired; or comparable industry-related work experience. Customer service in printing or prepress industry preferred.
• Ability to operate a wide variety of standard office equipment, such as a computer and keyboard, calculator, telephone, fax and copy machine.
• Must be efficient working with computers and possess strong working knowledge of Microsoft Suite software.
• Possess a sense of urgency and multi-tasking capabilities, with flexibility to adjust to daily needs and adapt quickly in a changing environment.
• Detail oriented with strong organizational skills.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Read, analyze, and interpret instructions, correspondence, and memos.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to effectively present information, orally and in writing, and respond to questions in one-on-one and small group situations to customers and other employees of the organization.
• Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Compensation

• $17/hr-$24/hr (Starting wage commensurate with work experience)
• Annual Gainsharing Bonus (profit sharing)
• 401k – 50% employer match up to 6% of employee contribution
• Employer paid short term disability insurance
• Employer paid basic life insurance (employee $25,000/accidental life $50,000); voluntary additional employee, spouse and dependent life insurance
• Affordable health, vision, and dental insurance plans for Single; Employee Spouse; Employee Child; or Family
• Eight paid holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and two floating holidays annually)
• Paid Time Off (PTO) – 80 hours in your first full year; accrual rate based on years of service

EQUAL OPPORTUNITY EMPLOYER

It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.

Documation is a world-wide industry leader in print-on-demand book production. Operating in the Chippewa Valley for 30 years, we serve a nationwide client base specializing in print automation, sophisticated binding solutions and distribution services for our customer’s print programs. We know the reason our customers love us is the dedication, talent, and commitment to excellence that each of our employees put forth every day. Come work with us and you will work with great people.