Customer Service Representative

SUMMARY:  A CSR is the primary point of contact for sales representatives, customers, managers and production communication who at all times represents our company in a professional and positive manner.

DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

·        In a state of readiness to respond to customer needs and questions – phone is always with the CSR and emails are answered in a timely manner

·        Monitor all current jobs in the plant for your sales reps and customers.   

·        Attend daily production meeting.

·        Be proactive with delivery date problems working with production to best help the customer.

·        Be proactive with customer complaints working to resolve the problem quickly.

·        Package and send out proofs.

·        Answer project questions for sales or production.

·        Assist with communication between production and customers.

·        Work with clients when sales reps are not in the office.

·        Write up and Process Mailing Tickets

·        Write up and process some print tickets

·        Package and schedule proofs for customer OKs and then follow up on their return.  

·        Review samples before they are sent to the customer.

·        Maintain good records of customer contact information – name, phone, email, preferences.

·        Assist in developing and maintaining schedules according to customer needs. 

·        Prepare purchase orders for needed outside services.

·        Coordinate outside services with needed Hopkins’ departments.

·        Maintain good working relationships with outside vendors.

·        Help resolve any invoice dispute with outside vendors.

·        Cross train within POD to provide excellent support to sales and customers while other CSRs are out of the office.

·        Occasionally work different hours as requested in order to satisfy customer needs.

·        Attend and contribute to daily huddle meetings.

·        Troubleshoot problems on a routine basis. 

·        Perform general housekeeping duties in work areas. 

·        Maintain a safe work environment for self and other employees while performing job functions. 

·        Complete special projects as assigned.  

·        Ideally – a great CSR makes it easy for his/her sales rep to be out of the office getting new work for our company!

EDUCATION and/or EXPERIENCE: 

·        Specific knowledge of printing and graphic arts gained either through formal study or job experience. 

·        Excellent written and oral communication skills.   

·        Good typing skills.

·        Good computer and office equipment skills.  

REQUIREMENTS:

·        Must be able to cooperate with co-workers and supervisors. 

·        Ability to read and understand job tickets, proofs and all other job related paperwork in English. 

·        Must be organized and able to multi-task.  

·        Must have good decision making skills and a willingness to assume needed responsibility. 

·        Must keep confidential matters confidential. 

·        Must be dependable and have the ability to pre-plan.

·        Must look for ways to save money for Hopkins Printing and for our customers.

·        Must work according to our Hopkins Printing Mission Statement.

·        Must be able to work in-person, in the plant, during scheduled work hours.