Customer Service Representative - Commercial Printer or Print Environment

Title: Customer Service Representative

Location: Pittsfield, MA

Job Status: Full Time

Reports to: General Manager

Location: 3 Federico Drive

Work Schedule: 8:00 am - 5:00 pm; M-F

Travel Required: <5%

Functional Group: Sales

Position Summary

This is a key position in our service platform and requires above average analytical and communication skills. Responsibilities include tracking progress of every project from inception through to completion and handling customer requests to include new projects, order processing and shipment tracking.

Essential Job Functions

To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service

• Act as primary point of contact/liaison for assigned accounts, actively look for opportunities to increase revenue;
• Develop and maintain a good working relationship with all customers;
• Use your expertise and experience to identify opportunities to proactively problem solve for your customers and suggest solutions;
• Look for opportunities to cross sell Print capabilities;
• Field special requests, expedite orders and follow-up proactively on late orders with ETA's;
• Support all sales efforts in order to maintain current sales and build future sales;
• Field quality complaints and serve as the liaison with the customer; track and communicate results.
• Maintain or reduce costs associated with assigned accounts.
• Maintain or increase sales revenues for assigned accounts by providing and ensuring exceptional service.
  
  

Project Management

• Coordinate new jobs with all teams and the customer.
• Follow jobs throughout the entire production process to ensure quality control and accuracy - sign off on each stage of production.
• Receive, sort and prepare a checklist for all customer materials.
• Approve invoices and customer allowances as required.
• Generate purchase orders for customer supplied components as required.
• Provide good inspected samples to customers. Check content and send proofs to customers and receive them upon return. Manage any required changes.
• Make sure all deadlines are hit and products are delivered to customers on time and as specified. Ensure customer supplied components are available on time to meet assembly schedule.
  
  

Determine date of availability for any missing materials and communicate updates to all parties.

Detail shipping completion and tracking numbers to customer.

Aid in production, shipping, etc. to make sure deadlines are hit for multiple Account Executives.

Prepare shipping papers if necessary.

• Attend production meetings daily and communicate with co-workers and Account Executive the status of jobs, any unique circumstances relating to jobs, etc.
• Serve as a back-up to other CSRs.
• Complete and maintain all required paperwork, records, documents, etc.
• Keep a continual eye on the production schedule.
  
  

Estimating/Quoting

• Generate and input quotes to be sent to the estimating department.
• Look up old tickets if necessary / applicable as a guide for the estimating team.
• Follow through to make sure quotes have been estimated in a timely manner - based upon client requirements.
• Review and edit quotes to ensure accuracy.
• Mandatory follow up - same day if possible - to ensure receipt of quote.
• Discuss, explain, and review quotes with customers if necessary.
• Record lost bids in the system.
  
  

Other Responsibilities

• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
• Answering phones at switchboard when and if needed.
• Other duties as assigned.
  
  

Customer Service Representative

Qualifications

• Associates or Bachelor's Degree in Construction, Business, or Marketing and minimum of 5 years work related experience.
• Prior experience in the building materials industry, with in depth knowledge of the target market.
• Proven experience in managing customer relationships, customer reporting, order entry, problem resolution. Print and print program management skills a plus.
• Solid business acumen with above average analytical and communications skills.
• Excellent Microsoft Excel skills and experience working with ERP, or other ordering systems.
• Above average organizational skills, ability to multi task and prioritize projects.
• Strong sense of urgency working in a fast-paced environment.
  
  

Physical Demands And Work Environment

• While performing the duties of this Job, the employee is regularly required to sit, stand and/or walk. The employee must occasionally lift and/or move up to approximately 25 pounds.
• The employee is frequently exposed to a typical office environment and office machinery. The employee may have to walk through a manufacturing facility and/or up or down stairs. The noise level in the work environment is usually moderate.