Role : Delivery Ops - Account Support Rep Level 4

Location : Tampa FL, 34638

Contract Duration : 12 Months

Shift Hours : Monday to Friday 8 : 00 am to 5 : 00 pm

The Customer Service Representative leads the daily work functions for service delivery

The objective of the position is to drive superior customer service by demonstrate & executing external communication strategy to articulate value and capability of the solutions and support the strategy

Objective of the position is to drive superior customer service through participation and coordination, with on-site team (4 employees or greater), of workflow and team activities to meet the contracted service levels

Role will interact with internal account team members (sales & operations, and 3rd party) to ensure the team supports account strategies and initiatives.

The CSR has responsibility to support the implementation of the different workflows initiatives as well as coordinate deliverables & reporting internally and externally with the customer, account team and 3rd party providers

Key components of success include SLA achievement client satisfaction and retention, teamwork (internally & externally) and a closed loop communication process.

the main focal point for daily customer communications and escalations.

MAIN RESPONSIBILITIES.

Manage communications for jobs in progress, any special requests, and working with production on timelines with customer / 3rd party vendors.

The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support

Additionally focuses on improving customer experience and awareness of client s needs.

Develop a community of practice

Shifts may vary based on geography

Communicate with day-to-day account key contacts and 3rd Party providers (i.e

service, 3rd party vendors, etc.)

Record all incidents that occur inside the operation associated w / solutions to ensure Timeliness SLA is met

Response expectation within 1-4 hrs.

Participation in quality & procedures improvement initiatives

Develop coverage plan for back-up as required.

Awareness of all contracted SLAs are consistently achieved and tracked

Coordinates employee customer training (order, tracking process)

Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model

Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items

Become proficient with online Tools (WebCRD, ODNet, etc.)

Communicate rejected file issue via online tools with 1-2 hours of notifications

Vend custom jobs per Division, per customer requirements & track Client order tracking included; report monthly to Vend Coordinator

Workload balance with team members i.e

when load has dropped reach out to Site Coordinator / team to offer support

EXPERIENCE : - 5 years relevant experience - Experience with extensive array of network color printer and Digital Front Ends - Experienced with advanced principles of color theory , color calibration process and instruments, color management, gamuts, and ICC color profiling

EDUCATION : Minimum High School diploma or equivalent

EDUCATION VERIFICATION : Yes

Metasys Technologies is an equal opportunity employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Last updated : 2024-03-08