Customer Service Representative
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POST DATE 10/12/2017
END DATE 2/28/2018
Southern Graphic Systems, Inc
JOB DESCRIPTIONThe Customer Service Representative (CSR) / Account Manager provides sales support and coordinates job flow through the shop. The CSR has all the authority needed to decide and to take action for the purpose of fulfilling the company's commitment to our customers as a part of, or in filling the place of the sales person he / she is responsible to, while ensuring that all company policies and standard procedures are followed.
Primary Responsibilities and Accountabilities:
*Works as a team with the sales person in planning the job to service the clients and fulfill their expectations.
*Reviews all incoming jobs and obtains job specifications from sales person or client.
*Schedules planning meeting with production when necessary.
*Offers creative, constructive ideas and suggestions pertaining to incoming work and discusses alternative ways of producing jobs for quality and cost effectiveness.
*Determines due date according to customer needs.
*Prepares job for production
*Writes up job ticket with detailed instructions for production and enters job into the schedule within one half day of receiving material to be produced.
*Recommends scheduling commitments and estimates amount of time needed in each department.
*Prepares material for shop.
*Communicates with sales, production and customers to relay information and make appropriate recommendations.
*Informs sales if actual production of job deviates from original plan causing additional costs (i.e. additional system work, unforeseen production problems, etc.)
*Contacts sales or customer when a problem arises that will affect delivery of order.
*Handles calls from customers regarding status of work in progress.
*Assists customers that come into plant during sales person's absence.
*Assist sales person when billing questions arise.
*Works with production to solve problems when production issues arise and reviews all complete jobs to ensure quality.
*Has the authority to stop work on a job and / or authorize rework if the quality will not meet customer expectations.
*Ensures appropriate delivery of jobs.
*For local deliveries, inventory and wrap materials appropriately, fill out delivery receipt
*For out-of-town shipments, fill out delivery receipts, type airbills and labels if necessary.
Educational & Experience Requirements:
* Associates Degree or equivalent experience in the graphic arts industry.
* Minimum 2 years of work experience as customer service representative.
* A basic understanding of computers and computer software.
Flexographic printing experience preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information.",