Job Summary
The Customer Service Representative (CSR) is responsible for establishing and maintaining profitable relationships with customers on behalf of Schreur Printing.
As the CSR, you serve as the primary internal representative of our organization and takes responsibility for customer contact to ensure that all customer requirements are completely met.
Schreur Printing is an organization that cross-trains, so not only is a CSR responsible for customer interactions and satisfaction, you will also be expected to have a solid understanding of our machinery, bindery equipment and general operations. Primarily, a CSR’s goals are to:
- Guarantee satisfaction and value for our customers.
- Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth. Willingness to chip in wherever needed
- Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.
As part of our team, you are responsible for supporting the company vision and mission. Because you are in a strong position to influence current and prospective customers; this position requires tact, sensitivity, initiative, good decision making skills, excellent verbal and written communications skills, a high level of intelligence, organization, computer proficiency, and professionalism.
Specific Skills Required:
- Excellent written and verbal communication skills with extraordinary customer service skills
- A high level of computer proficiency, to include Microsoft Office and additional applications specific to our company
- Self-starter with the ability to identify and resolve problems and issues with little supervision required
- Good with mathematical and financial concepts
- Good decision making skills and a high level of intelligence in order to learn new concepts quickly and to determine courses of action.
- Ability to lift up to 50 pounds.
- Ability to work as an integral member of a team and ability to listen attentively and provide constructive feedback to co-workers
Responsibilities and Duties:
General and Administrative
- Compile and maintain vendor contact list & all user name and passwords with up to date information.
- Verify tax-exempt certificates are current and contact customer to request new one if needed.
- Receive orders from outside vendors and ensure accuracy/correctness.
- Prepare delivery tickets and reconcile with jobs when returned.
- Prepare orders for shipping via UPS/FedEx/USPS.
- File work orders and organize cabinets as needed.
Customer Service
- Acknowledge and appropriately greet and assist every customer in a timely manner either on the phone or in person, depending on the situation.
- Effectively present and discuss the products and services of the company in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
- Manage telephone calls professionally, efficiently and with good communication skills.
- Accurately develop quotes and work orders for customer jobs in a timely manner. This should include all pertinent information and specifications
- Become PrintSmith proficient in how to configure settings and optimize it’s use.
- Attend to customer questions, complaints and concerns immediately, and facilitate satisfactory resolutions.
- Review jobs in progress to make sure customer deadlines are met.
- Maintain the Website’s for Printers site, administer the customer orders that are placed through it, setup new portals and products, ensure contact information and approval authority levels are maintained properly
- Email and maintain communication with customers concerning job status.
Production
- Prepare completed jobs for customer pickup/job packaging.
- Review accuracy and quality of order to ensure customer satisfaction.
- Receive and output digital files for walk in customers.
- Proofread all copy of completed documents before they go to customer for proof approval.
- Operate production machines in accordance with equipment operating procedures as needed.
- Assist bindery & mailing equipment as needed to complete the work order.
Sales and Marketing
- Support Customer Sales through service, education, and effective problem solving. Involve appropriate team members as needed.
- Support strategic sales plan and marketing strategies outlined by the management team.
