I. Position Mission

We are seeking an energetic and professional Customer Service Specialist II to support our Consumer Digital Printing division which creates custom wall art from digital images.

II. Organizational Structure

Functional Area

CDP B2B Customer Service

Immediate Supervisor

Manager, Customer Service & Sales Support

Subordinates (functionally)

none

Other key interfaces (relationship)

Business to Business Customer Service

Employees/Peers in General

All Directors and Managers

All Departments as needed to complete Customer Service duties.

Working Environment and Physical Demands

Typical office environment. Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires a normal range of hearing and vision to record, prepare and communicate appropriate reports and answer the phone. Requires eyesight correctable to 20/20 to read numbers, reports and computer terminals. Ability to lift up to 20lbs and to walk between office and production facility multiple times a day.

FLSA Status

This is a full-time position requiring consistent dependable attendance. This position is not exempt from overtime. It is considered an administrator’s position.

III. Tasks description – Essential Duties and Responsibilities:

MAIN JOB TASKS AND RESPONSIBILITIES:

· Order Management: Ability to work in multiple systems to ensure the accurate and timely management of orders that are initiated from a number of interfaces.

· Communication: Capability to handle direct communication with a high level of professionalism, both electronically and by phone, with customers as it relates to order fulfillment. Follow-up communication skills essential.

· Problem Resolution: Proven skills to obtain and evaluate all relevant information to resolve customer inquiries and complaints.

· Time Management: Proven track record of the ability to multi-task and adapt to a fast paced environment that varies daily.

· Cross functional Work Environment: Ability to work with other teams to request support of or lend support to new business, opportunities for improvements and unresolved challenges.

· Attention to Detail: Ability to keep meticulous records of customer interactions, actions taken and issue resolution.

· Customer Relations: Willingness to place outbound calls and emails to key accounts, accounts that are displaying negative trending order placement and those who have experienced recent dissatisfaction.

V. Skills, Intellectual Demands and Job Requirements:

EDUCATION AND FORMAL TRAINING:

· College degree preferred, but not required, high school diploma, general education degree or equivalent experience required

· 2-4 years of customer service experience required, including knowledge of customer service principles and practices

· Proficiency in Outlook, Microsoft Excel and Word, will be tested for proficiency

· General computer proficiency

KNOWLEDGE, SKILLS, AND ABILITY:

· Superior communication skills – verbal, written and presentational

· Meticulous organizational ability

· Problem analysis and solving ability

· Acute attention to detail and accuracy

· Ability to adapt in a fast paced environment and prioritize

· Willingness to take initiative and make decisions

· Ability to tolerate stress

· Bilingual Spanish/English a plus

INTELLECTUAL DEMANDS:

· Must understand vague and implicit instructions, and react favorably in all work situations.

· Must be approachable and responsive to a variety of people and issues.

· Must be adaptable and flexible in dealing with a variety of people.