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.