Customer Service Representative

• Manage accounts in terms of order processing, order follow-up, pricing integrity, on-time deliveries, and complete order fulfillment.

• Provide telephone customer service regarding the company's services and/or products.

• Identify customers' needs and determine appropriate action.

• Promote and sell the company's products or services.

• Investigate and resolve complaints.

• Use a computer system to track questions and answers as well as enter and track the status of orders.

• Evaluate and resolve customer complaints professionally and tactfully.

• Negotiate customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.

• Authorize credit memos/refunds within policy and according to established procedures.

• Implement account service strategies.

• Act as the principal liaison with marketing and sales for assigned customers.

• Implement marketing programs for assigned accounts.

• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations, and sample department coordination.

• Initiate and implement initiatives which improve customer service and responsiveness.

• Coordinate with Logistics and Operations on capacity planning and scheduling.

• Champion customer needs and follow up on customer inquiries.

• Provide responsive order management support including order entry or expediting and shipment information to customers.

• Proactively communicate supply chain issues and provide alternatives.

• Attend technical training seminars.

• Backup team members when workload makes this necessary.

• Partner with Inside Sales to assist in achieving sales goals.

Qualifications:

• Experience working with the Printing Industry preferred.

• Degree or Equivalent Diploma required.

• 2-3 years of Customer Service or related experience is a plus.

• Good written, verbal, and telephone communication skills.

• Good data entry and organizational skills; detail-oriented and good follow-up skills.

• Able to effectively manage many priorities and issues.

• Understanding of applicable computer systems such as Microsoft Office and Google Suite.

Additional Information:

Remote Work: No

Employment Type: Full-time