HKM Direct Market Communications Inc. is a Cleveland-based, full service direct marketing company offering multi-platform services. HKM bridges the gap by offering both traditional offset printing to high tech, high speed digital printing. Complementing our cutting-edge presses is our custom bindery, mailing and warehousing services. In addition, we partner with our clients to build customized websites, e-commerce-based fulfillment, and database management.

POSITION SUMMARY

HKM is seeking a full-time Customer Support Representative to join our energetic and dynamic team. We are looking for individuals who are both mechanically inclined and who have the ability to think outside the box. Candidates must have solid work experience. We want to hire individuals who have a positive and energetic attitude, are dependable, have the desire to learn and are able to work overtime when needed.

SHIFT/HOURS

• Monday through Friday
• 8:00am to 5:00pm
• Overtime Eligible

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Fulfillment order processing
  • Keying in inventory information
  • Setting up customers
  • Printing orders
  • Verifying orders
  • Handling customer support calls for order placement or order inquiry
  • Filing
  • Order resolution/closing orders
• Preparing order activity information for billing department
• Preparing and printing end of month reports for clients
• Attending internal and/or client meetings and conference calls
• Accurately recording time and materials for duties performed
• Monitor/address low stock levels
• Manage log files
• Act as liaison between shipping, production, and account service
• Recommend improvements to processes
• Work with other departments to ensure orders are completed for shipment per client SLA
• Compile export compliance reports if required
• Work with other DCG companies to manage multi-facility accounts
• Work with all departments and stakeholders to maximize client benefits and enhance order processing cycle
• Work with programming, network administration, and corporate systems support to increase efficiency, recommend enhancements, and report issues
• Other duties as assigned

EDUCATION/SKILLS/EXPERIENCE

• High School Diploma or GED from an accredited institution
• 3 - 5 years' previous customer support experience, commercial print background a plus
• Administrative and clerical procedures
• Systems such as Word, Excel, Outlook
• Order processing systems and workflow
• Office procedures and terminology
• Principles and processes for providing customer and personnel support
• Compliance regulations
• Distribution methods and carriers
• Learn new systems and procedures
• Listen, discuss and assist clients in addressing their needs
• Utilize basic math skills (adding, subtracting, multiplication, division)
• Communicate effectively both verbally and in written format
• Comprehend and follow instructions
• Multitask, handling multiple duties concurrently
• Develop manuals or procedures
• Address and handle order fulfillment issues
• Conduct all conversations and communications professionally and pleasantly
• Address and resolve conflicts

PHYSICAL DEMANDS/WORKING CONDITIONS

• Must be able to pass a pre-employment drug screen and background check
• General office, clean and temperature- controlled work environment
• While performing the duties of this job, the employee is required to sit for long periods of time
• The noise level in this work environment is low to moderate

SUPERVISORY RESPONSIBILITIES

• None

COMPENSATION & BENEFITS

HKM offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

We offer:

• Competitive Wages & Excellent Culture
• Paid Time Off (Vacation & Sick)
• (8) Paid Holidays
• Medical Insurance
• Flexible Spending Account (FSA)
• Wellness Program with $$ Incentives
• Company Paid Life & AD&D Insurance
• Voluntary Life Insurance
• Short Term and Long-Term Disability
• 401(K)
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discounts & Referral Program

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.