CSR

SUMMARY

Perform as a liaison between clients and cross-functional internal teams to ensure the timely and successful delivery of our print services. Provide client service support to the organization by obtaining, analyzing, and verifying the accuracy of order information. Ensure and provide quality service to internal and external customers alike.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•Process incoming orders received from Sales or Customer within 5 business hours of receipt
•Confirm all project specifications match the customer approved estimate. If specs do not match, have project re-estimated and get price difference approval to proceed from Sales and or Customer
•Work with the scheduling department to assure on time delivery
•Determine job efficiencies and make change recommendations that would save internal time and/or material costs
•Hold a pre-production meeting with appropriate manufacturing managers to discuss and trouble shoot large or unusually detailed projects BEFORE starting production on the project
•Create, price and communicate change orders and charges to Sales, Customers, and Manufacturing
•Verify postal requirements in advance on projects that involve mailing, and advise Sales or Customers of the postage amount that will be due
•Handle the proofing process, including signing off on spin-jets and getting Ok's on finishing dummies and
imposition layouts
•Handle to schedule and manage the use of outside vendors used to produce a job they are the CSR on
•Maintain customer materials and files as needed
•Track and communicate the progress of all jobs to Sales and the Customer, especially if there are delays
•Coordinate product distribution thru the shipping department and confirm a final delivery date with Sales or the Customer
•Alert Sales and the Director of Client Services to any conditions within the company that may lead to a Customer's dissatisfaction
•Document customer complaints and facilitate company corrective action when applicable
•Complete billing of all orders within 48 hrs. of shipping
•Participate and provide expertise as a member of the Customer Service team to help ensure objectives are successfully met, and contributes to our continuous improvement and lean initiatives
•Provide assistance to other department members as needed
•All other duties as assigned

QUALIFICATIONS

•Minimum 5 years experience in print production project management and customer service role
•Excellent written and oral communications skills required
•Excellent organizational and project management skills required
•Strong computer knowledge and proficient in MS Office particularly Excel; Avant software is a plus
•Meet communicated schedules and deadlines
•Ability 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
•Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
•Knowledge of variable data and mailing procedure preferred
•Ability to solve problems and resolve conflict
•Basic reading and writing skills required
•Ability to take initiative and work with minimal direct supervision
•Ability to be proactive in anticipating and communication project issues with internal department, managers and Sales
•Must be detail oriented, take initiative, and be able to multi-task
•Must be able to maintain a high level of accuracy in preparing and entering job and client information
•Comply with company and department SOP's, job description(s) and safety requirements
•All other duties as assigned
•Physical dexterity:
-Ability to sit and use keyboard and mouse for extended periods (8 hours)