Customer Service Representative I

Job Summary:

As a Customer Service Representative I, you will serve as the primary contact for external and internal customers. You will ensure that all jobs are expedited through production in a timely manner and will be responsible for making judgments and discretionary decisions that affect the operations of the organization and effectively communicate those judgments to the customer.

Essential Functions:

• Must be able to work in and out of multiple systems throughout the day. Those systems include AS400, Workshop, Prodnet, Salesforce, Monarch, Whiteboard, Insite, and all Microsoft Office Applications.
• Receives the order, reviews the specifications, and makes the necessary arrangements for the job to be entered into the production system. Work closely with the Scheduling Department and the Manufacturing Department supervisors to ensure timely deliveries.
• Work with customers on cover impositions, dummy books, press tests, and answer any preliminary questions. Get the customer in contact with computer support to test files and get any information needed to set up files according to our specifications.
• Follow-up on any jobs that are preloaded.
• Complete and maintain all required paperwork, records, documents, etc.
• Organize and hold a planning meeting with all of plant management to assure customers jobs are planned the best way for the plant to produce, these meetings must be held on all new or large customers, along with any titles that have complicated requirements.
• Inform customer and sales rep of schedule.
• Send proofs to customers and log proofs back into AS400 system, prepress report, as well as sending an email to the operator working the files upon return.
• Break out fixed and variable costs and supply customers with variances.
• Prepare shipping instructions for drop shipments, as well as sort & edit customers supplied shipping address spreadsheets to be able to upload them to the company database.
• Manage fulfillment orders and inventory.
• Maintain or reduce costs associated with assigned accounts.
• Maintain or increase sales revenues for assigned accounts by providing exceptional service.
• Work hand in hand with the mail department on mailing files as well as knowing our mailing processes.
• Attend Production Meetings with Manufacturing.
• Check samples to ensure accurate final product.
• Create Standardized Operating Procedures to help Improve job processes and productivity.
• Responsible for making retention calls/emails to past customers during down time.
• Follow and comply with all safety and work rules and regulations. Maintain housekeeping standards.
• Serve as a back-up to other CSRs.
• All other duties as assigned.

Knowledge, Skills and Abilities

• Ability to handle multiple tasks and projects.
• Ability to remain organized and self-directed in a fast-paced environment.
• Ability to work in a team environment.
• Maintain professionalism when speaking internally and externally with other team members and customers.
• Ability to interface with a variety of individuals or groups on a frequent basis.
• Ability to work with limited direction and supervision, while demonstrating good judgment and strict confidence.
• Must be proactive in identifying situations early and alerting the appropriate people with an accurate interpretation of the potential situation and recommending a solution.
• Decision making skills and demonstrating the ability to apply the total quality involvement process procedures are essential.
• Must be well organized and responsive. All information should be ready at hand to solve the customer’s concerns and to know where to obtain the information. Must respond to the customer or sales representative in a timely manner.
• Demonstrated advanced proficiency with MS Word, Excel, Outlook and Windows based databases.
• Requires a very high level of attention to detail, as well as excellent organizational, project management and time management skills.
• Ability to work overtime and weekend if daily work requires.

Minimum Requirements:

• High School Diploma or equivalent and one year customer service-related experience.
• Knowledge of the AS400 preferred.