Job Summary:

Provides seamless full-service production coordination, from beginning to end, as the primary internal point of contact for the customer, sales, production, and administration. Customer Service is ultimately responsible for achieving this goal regardless of the level of support provided by sales and/or production.

Duties/Responsibilities:

• In conjunction with the sales representative obtains job information from customer that is complete, concise, current, and in writing. When instructions are required in addition to the estimate and are not provided by the customer a brief written confirmation of instructions is provided to the customer for confirmation
• Sets production schedules for jobs and projects based on customer requirements
• Monitors schedules and relays deadlines and significant events to production
• Uses Customer Commitment Group email as necessary
• Escalates scheduling issues as necessary
• Immediately notifies sales representative and/or the customer when it is determined that schedules cannot be met
• Reviews customer instructions, specifications and artwork.
• Translates specifications and customer expectations into clear and accurate instructions.
• If a package sample is not provided, creates a paper mock-up
• Reviews QC checklists and Customer SOP
• Knows status of every element of every job in the production cycle and if it is on schedule
• Uses CRM continuously to monitor and update customer needs and expectations.
• Notifies everyone with the “need to know” (Sales Representative, Customer, Production, etc.) if there are changes, if schedules are off, or if customer expectations can’t be met.
• Escalates to Supervisor or Production Manager, when necessary, if schedule changes, or problems occur.
• Notifies customer and the sales representative when the job has been completed
• Works in collaboration with Prepress and Data Processing departments to review proofs as needed. (New or complex work, changes)
• Reviews reports, QA Letter, M/P, and inventory
• Familiar with assigned customers’ contracts or pricing structure
• Sets the correct price when job is entered
• Monitors job changes and sends pricing change orders as required by customer
• Invoices jobs of assigned customers
• Understands entire workflow and adheres to established internal policies and standard operating procedures (SOP’s)
• Works harmoniously and willingly with anyone connected with sales, production, estimating, billing, administration, marketing, etc., who can help optimize Navistar’s value-added services, minimize workflow, and enhance customer relationships
• Becomes involved in business issues and problems between the customer and the company when he/she is in the best position to get all the facts and resolve the issues/problems immediately and fairly
• Develops key relationships with internal resources to assist with problems
• Presents resolutions to customer and informs sales of any issues that touch the customer
• Enhances customer retention, account penetration, and customer loyalty by optimizing Navistar’s value-added services (e.g. cost savings, time savings, convenience, ease of doing business, etc.) by:
• Acting as the primary internal account contact for accounts assigned
• Learning and understanding the customer’s wants, needs, and expectations
• Proactively communicating job status and other essential information to the customer
• Working in partnership with sales to identify sales opportunities
• Acting as inside sales consultant
• Suggesting more economical production methods
• Recommending ways to better serve the customer
• Writing SOP’s for accounts as needed
• Meeting with customer as necessary
• Enters, on an ongoing basis, any relevant account information into CRM to ensure that customer wants, needs, and expectations are consistently realized
• Uses CRM continuously to monitor customer needs and expectations
• Keeps accurate records on all jobs and customer contracts so both company and customer are protected should questions arise
• Follows training schedule provided
• Shadows CSR’s
• Assists CSR’s and Account Manager’s with their assigned jobs
• Provides feedback to management for improvements to training
• Schedules and attends Pre-production Meetings when necessary
• Schedules and attends Post Production Meetings when necessary
• May attend Annual Relationship Meetings
• Attends Team meetings
• Attends CSR Classes and/or Workshops
• Performs other duties as required

Required Skills/Abilities:

• Problem Solving – Individuals who score high on this measure tend to be good at communicating and solving problems of complex or multidimensional nature.
• Outgoingness – People who are highly outgoing tend to be extroverted, assertive and sociable. They generally will have little difficulty expressing themselves and functioning in group settings
• Flexibility – Those who score high in this measure tend to be open-minded, imaginative and curious
• Helpfulness – Individuals who score high in this quality are warm-hearted, trusting and good-natured. They are eager to provide assistance, to cooperate, and to avoid conflicts
• Stability – People who score high in stability are self-confident, secure and calm – even in stressful situations. They are generally resilient and self-satisfied
• Conscientiousness – Highly conscientious people tend to be well organized, detail-minded and persistent in their overall efforts. They typically exercise self-discipline, have good time management skills and are effective at establishing and following through on projects
• Sense of Urgency – Individuals demonstrating a sense of urgency have the determination to stay focused on results and deadlines until the task or project is completed
• Excellent character, ethics, and integrity
• Strong work ethic
• Pleasing personality and ability to interact effectively with all levels of management
• Positive attitude
• Positive self-image
• Willingly assumes additional responsibilities.
• Demonstrates willingness to learn and grow as a professional.
• Makes recommendation for departmental changes or ways to better serve the customer.
• Sets business and personal goals and develops clearly written action plan.
• Displays a strong customer focus
• Works with a team mentality assisting other team members as needed
• Proper manners, etiquette, and professional attire
• Civil behavior
• Consistent punctuality
• Good “housekeeping” habits (work area, files, etc.)
• Excellent time management and organizational skills
• Ability to handle multi-tasks effectively
• Cross-trained in all Navistar production departments/divisions
• Is computer literate
• Knowledgeable of PrintStream and CRM,
• Microsoft Office Suite, Work Queue and Trello
• Indicates empathy for customers, their problems, and their needs.
• Maintains composure while successfully handling difficult and sensitive situations.
• Understands and effectively uses skills for handling dissatisfied customers.
• Integrates changes smoothly
• Communicates effectively (orally and in writing) between customers, sales representatives, production and administration while work is in progress.
• Writes clear and accurate instructions on all jobs (maintains job status, schedule, and additional status reports as needed)
• Communicates immediately, to all appropriate people, anything that affects a job status
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports and business correspondence
• Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume
• Ability to apply concepts of basic algebra and geometry
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Education and Experience:

• Client Services Representatives must have at a minimum a high school degree. College experience is preferred or equivalent training and/or experience.
• Printing and/or direct mail production familiarity is highly preferred.

Physical Requirements:

• Regularly required to talk or hear
• Frequently required to stand, walk, and sit
• Must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus
• Occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a comprehensive healthcare, support for working parents and Paid Time Off (PTO) so you can relax, recharge and be there for the people you care about.

Moore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Moore is also committed to compliance with all fair employment practices regarding citizenship and immigration status.