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Customer Service Representative

4 months ago

Wyoming, United States Convivial Brands ELC Inc. Full time

The Customer Service Representative will work with our existing customers and act as primary contact between our customers and our production team members. This person is responsible for creating job estimates, entering job orders, creating invoices, and creating and maintaining the print production schedule. They will coordinate and oversee all facets of the production process to ensure the smooth flow of information during the process, an extraordinary end product, and satisfied customers.

**Principal Duties and Responsibilities**:

- Builds strong customer relationships through effective oral and written communication.
- Troubleshoots and resolves any customer issues or complaints in a timely manner.
- Performs proactive customer outreach, offering support before customers ask for it. This could include seeking feedback on their experience, informing them of real or potential issues anticipated, or informing them of new services they may be interested in.
- Ensures the print shop is tour ready.
- Occasionally handles house accounts and new small accounts, including walk-ins and cold calls. Meets walk-in customers in the reception area, answers questions about job/quotes, and facilitates tours as needed.
- Works closely with the sales representative(s) on new jobs. Communicates with production staff, shopping staff, and sales representatives through job oversight pertaining to corrections, errors, a stop in production when necessary, and any shipping needs.
- Receives specifications and or quote requests from sales representatives. Generates estimates, work orders, and invoices.
- Reviews all job orders for accuracy and completeness.
- Communicates customer desires regarding design, paper, time frame, etc. to appropriate Verdant team members.
- Submits proofs to customers and facilitates corrections or approvals from that customer.
- Inputs customer orders into the point-of-sale system and manages orders from data entry through production and delivery to the customer to ensure complete customer satisfaction.
- Reviews production schedule, press options, and shipping schedules to ensure the job coordination is executed efficiently.
- Works with production to deliver a timely and high-quality product within the approved budget.
- Assigns appropriate timelines/dates for projects; communicates and follows up on deadlines appropriately with internal and external customers.
- Remains up to date on the job status on all active orders and addresses customer and production inquiries in a timely manner.
- Works with management in establishing printing service goals by defining customers’ needs through all aspects of the printing processes.
- Attends weekly L10 meetings.
- Assists with maintaining, ordering, and stocking inventory. Analyzes inventory movements and review for discrepancies.
- Analyzes total demand (forecast plus orders) and creates schedules to meet the demand. Reports on key metrics such as output, scrap, on-time completion, etc.
- Reviews incoming job requests and prioritizes jobs within established guidelines and determines the equipment and time needed to complete the job.
- Prints and distribute production work orders and schedules. Attends any job-specific and production management meetings to provide guidance on potential scheduling issues.
- Performs other tasks as assigned.

**Convivial Brands Expectations of all Employees**:

- Adheres to all Convivial Brands Policies and Procedures.
- Always conducts self in a manner consistent with Convivial Brands’ Core Values.
- Maintains a positive and respectful attitude with all contacts.
- Consistently reports to work on time and prepared to perform the duties of the position.
- Meets productivity standards and performs duties as workload necessitates.
- Maintains the privacy of all company proprietary information.
- Treat visitors, vendors, customers, and team members with respect and dignity.
- Safely and efficiently performs the essential functions of the job with or without reasonable accommodation.

**Education, Training, and Experience**:

- High School education or equivalent is the minimum required; Bachelors’ Degree preferred.
- Background and knowledge of the Printing industry preferred.
- Experience with MS Office programs including intermediate Excel skillset.
- 1-3 years of customer care experience and production scheduling, preferred.

**Specific skills, knowledge, and abilities**:

- Ability to prioritize and multi-task for maximum efficiency without sacrificing accuracy.
- Ability to work under the pressure of time constraints and be ablet o function in a flexible, constantly changing environment.
- Demonstrated excellence in organization and time management skills.
- Firm understanding of the printing process and best practices.
- Strong attention to detail and experience in managing multiple projects and deadlines for customer orders in a quality manner.
- Comfortable reading and comprehending written forms and instructions.