What are the responsibilities and job description for the Customer Service Representative position at Talient Action Group?
Customer Service Representative
Talient Action Group (TAG) is a commercial printer with in-house offset and digital printing production, as well as a suite of technology offerings, TAG works with clients to execute polished marketing communications programs. We've been around for over 25 years, but we're a lot different than other commercial print houses. We approach our industry with a focus on the world in front of us for digital print, mail, large format, and amazing technology integration. Utilizing the talents of our sister companies, wedu and Granite River Studios, we are able to achieve amazing results for our customers.
Position Summary and Objective
Customer Service Representative is a key player to the Talient Action Group business model and contributes to the success of business development. Customer Service Representative should be motivated, professional, and able to interact with customers and other team members.
Customer Service Representative job responsibilities can be broken down into four key areas: managing customer accounts, estimating, processing client jobs, and business development.
Most of this work will be done through TAG's MIS program, email and phone.
Client Management Key Responsibilities:
- · Manage a group of existing accounts as well as newly acquired accounts
- Manage quality and consistency of product, service, and delivery of projects
- Appropriate phone skills (answering phone, directing calls, and aiding customers)
- Quick response to customers (phone or email)
- Documenting all necessary information pertaining to quotes, jobs, outside sales, etc. and keeping accurate records on all accounts
- Weekly review of all account status’ (orders coming in, quote follow-up, potential new business, etc.)
Job Processing Key Responsibilities:
- Estimating - preparing and presenting new job proposals to customers
- Order Processing – prepare work orders, schedule and traffic through production, ensure delivery
- Keep status on all jobs through the production process to ensure quality control and on-time delivery
- Prepare purchase orders for all outside services on a job
Estimating Key Responsibilities:
- Knowledge of material needs and costs
- Knowledge of TAG’s equipment – general capabilities, capacities, and availability
- Properly quoting vendor costs for outside services when required
- Provide timely estimates to customers – typically defined as within twenty-four hours
- Weekly review of all outstanding quotes
Business Development Key Responsibilities:
- Research requests from customers that are new opportunities
- Client contact – consistent client check-in’s and follow-ups
- Expand current relationship with customers – identify potential new business opportunities from existing customers and discuss with Sales Team for action
- Face to face client contact through product delivery or sales meeting
- Communicate potential business opportunities for services offered by Wedu or GRS
- Identify possible leads for new customers and discuss with Sales Team for action
Attributes / Qualifications:
Strong people and interpersonal communication skills; Effective verbal and written communicator
- Positive energy, collaborative team player
- A strong work ethic, organizational & analytical skills, and ability to prioritize time sensitive tasks
- Passion for technology and client successes
- Creative problem solver
- Attention to detail
- Self-motivated, self-aware, with a desire to work in a growing and evolving environment
A very good knowledge of Microsoft Word and Excel is needed.
Computer savvy (not afraid to learn) !
You’re the perfect fit for the role if this describes you:
- Unflappable: you approach challenges from "a place of yes."
- Agile: you're able to smoothly navigate competing priorities, tight deadlines, and last-minute projects with the team - bonus points for doing it with a smile!
- Inquisitive: you're not afraid to ask questions and challenge the status quo.
- Have a sharp eye for details: you have an uncanny ability to interpret and catch mistakes
- Diligence: you have the drive to meet revenue goals while maintaining quality
- Possesses excellent oral and written communication and team leadership skills with outstanding organizational skills.