Customer Service Associate

7 days ago

Livermore, United States Lawrence Livermore National Laboratory Full time

Company Description

Join us and make YOUR mark on the World

We are committed to a diverse and equitable workforce with an inclusive culture that values and celebrates the diversity of our people, talents, ideas, experiences, and perspectives. This is important for continued success of the Laboratory’s mission.

Pay Range

$31.88 - $49.65 Hourly
$31.88 - $39.57 Hourly for the 538.1 level
$39.98 - $49.65 Hourly for the 538.2 level

Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting starting pay including education, experience, the external labor market, and internal equity.

**Job Description**:
We have an opening for a Customer Service Associate to support the Document Services team. You will be responsible for assisting and guiding customers through our in-house print services, products, and use of our internal website, ordering supplies for operations/production, coordinating pickups and deliveries, and assisting Document Services team members in print production. This position is in the Technical Information Department (TID) matrixed to the National Ignition Facility and Photo Science (NIF & PS) Directorate.

You will

Provide basic coordination support and serve as frontline ambassador for Document Services products.
Demonstrate excellent customer service by creating a positive customer experience.
Regularly correspond with a diverse customer base to ensure project specifications are accurate, update project status, and coordinate deliveries and pickups.
Process weekly customer billing and resolving invoice errors.
Work with vendors to provide estimates, place orders, and verify deliveries. Manage inventory data and conduct cost assessments.
Disseminate customer inquiries to appropriate team member to ensure timely response.
Monitor scheduled workload and timelines, collaborate with team to ensure projects are on track.
Work with Technical Release Representative (TRR) to order and track supplies.
Perform other duties as assigned.

Additional job responsibilities, at the 538.2 level

Provide general technical coordination support for services and products including tracking workload across team members and directing customers to appropriate communication services within the directorate.
Troubleshoot customer files or create print ready files to ensure they meet standards of quality in print production process.
Make decisions following established guidelines, techniques, and procedures, and resolve moderately complex technical problems. Independently.

**Qualifications**:
Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
Associate degree in related field, or equivalent combination of education and related experience in customer service, print and digital media, or similar discipline.
Excellent customer service and effective verbal and written communication skills necessary to clearly communicate with a diverse range of customers in a fast-paced environment.
Experience in a service organization responding to customer needs, requests and issues while utilizing a high degree of discretion, tact, judgment, and diplomacy.
Basic understanding of relevant technologies and processes, including standards, procedures and techniques related to coordination; experience with vendor relations, coordinating and tracking material orders, and managing inventory.
Ability to manage multiple tasks simultaneously with conflicting deadlines and shifting priorities. Effective organizational and time management skills.
Ability to identify and resolve basic technical problems and provide guidance to customers and team to keep projects on track.
Experience with personal computers and associated software such as Microsoft Office Suite, Adobe Acrobat, inventory management systems, and basic knowledge of accounts payable/receivable practices.

Additional qualifications at the 538.2 level

Intermediate skills and knowledge of relevant technologies, standards, procedures, and techniques related to print and digital media including experience tracking workload and timelines across multiple team members.
Significant experience in customer service and ability to identify and resolve moderately complex technical problems for clients.
Advanced time management and organizational skills, written and verbal communication and ability to manage multiple projects simultaneous with frequent interruptions, conflicting priorities, and shifting deadlines.

Qualifications We Desire

Knowledge of and experience with Adobe Creative Suite (Photoshop, InDesign, and Illustrator).
Experience in a service center or print plant environment.
Additional Information

All your information will be kept confidential according to EEO guidelines.

Position Information

Why Lawrence Livermore National Laboratory?

Included in 2024 Best Places to Work by Glassdoor
Flexible Benefits Package
401(k)
Relocation Assistance
Education Reimbursem

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