What are the responsibilities and job description for the CUSTOMER ACCOUNT REPRESENTATIVE position at Rite Envelope & Graphics?
JOB SUMMARY :
The Customer Account Representative plays an important role in maintaining relationships with and providing solutions to customers. This position reports to the Business Operations Manager. Candidates should\have knowledge of printing processes and techniques, with envelope experience preferred. Candidates must be able to work well in a fast-paced, deadline-oriented environment. Candidates must have strong organizational and problem-solving skills, have excellent attention to detail, be able to communicate effectively and work well with others in a team environment.
KEY RESPONSIBILITIES :
Customer Communication :
o Interact with customers via phone and email to address inquiries, resolve issues, and provide information.
o Build and maintain positive relationships with customers to enhance customer satisfaction and loyalty.
Order Processing :
o Create competitive and accurate estimates for print projects.
o Receive and process customer orders, ensuring accuracy and timeliness.
o Collaborate with internal production team and external vendors.
Project Management :
o Maintain and monitor project plans and shipping schedules.
o Monitor project progress and handle any issues that arise.
o Ensure project deadlines are met.
Product / Service Knowledge :
o Develop a deep understanding of the company's products or services to effectively address customer inquiries and provide accurate information.
o Educate customers on product features, benefits, and usage.
Account Management :
o Manage and update customer accounts, ensuring accurate and up-to-date information.
o Monitor account activity, track customer interactions, and maintain records.
Documentation :
o Maintain detailed and organized records of customer interactions and transactions.
o Generate reports or summaries as needed for management.
Time Management :
o Manage time effectively to handle multiple customer interactions and tasks simultaneously.
REQUIRED SKILLS / ABILITIES :
- Solid math skills and comfortable putting together estimates for customers
- Proven work experience in customer service, project management or a similar role
- Excellent Communication Skills
- Competency in Microsoft applications including Word, Excel, and Outlook, as well as data entry
- Good organizational skills, including multitasking, time-management and strong attention to detail
EDUCATION AND EXPERIENCE :