Client Services Representative

4 weeks ago

Bolingbrook, United States Giesecke+Devrient Full time

JOB SUMMARY

The Client Services Representative is required to represent the company in a positive, proficient, and professional manner in all dealings with internal customers. The successful candidate will promote a culture of inclusiveness, cooperation, integrity, accountability, and performance.

DUTIES & ESSENTIAL JOB FUNCTIONS

Respond in a professional and enthusiastic manner to all internal customer inquiries regarding product information, pricing, availability, delivery dates, shipping, product returns, credits, and general administrative issues. Utilize resourcefulness and critical thinking skills to research and resolve changes and discrepancies. Follow up with internal customers on all outstanding issues within expected timelines. Process incoming sales orders including order confirmation or follow-up when additional information is needed. Follow departmental procedures and protocols for interpreting client needs by transforming client requests into company production orders. Ensure timely responses to issues from the quality department and provide appropriate resolutions communications. Enter information into corporate data system using automated tools for accurate and efficient processing. Process internal orders for testing, R&D, or sample production. Collaborate with internal teams and departments to transform client requests into company production orders, using departmental procedures and system tools. Work with internal departments including Sales professionals, Accounting, Operations, and Production teams to ensure that corporate and business protocols are executed. Attend daily meetings with coordinating departments as instructed, providing client, order, or another department input. Follow written Standard Operating Procedures (SOP’s), documented training guidelines, or workflows during daily business functions and processes. Review system entries to meet quality input standards with attention to detail. Self-review work product against written SOPs. Track progress of client orders within the plant and communicate with account teams regarding any production questions, changes, or delays. Submit changes to Prepress or Production Department if client requests changes to their ordered product (proofs) during the order or fulfillment process. Enter data from packing slips or other lists into corporate data system when requested. Print reports from corporate data system and distribute per department procedures and protocols. File business documents per department procedures, protocols, and/or general business practices. Provide general office assistance for paper handling, online documentation storage, scanning, labeling, and/or management assistance. Participate in client conference calls and prepare client report updates, as requested. Coordinate or request shipping services from the Shipping Department. Provide follow-up to gain tracking information for client records and/or billing. Act as back-up support to the client services team. Interface with clients on their visits to the facility (e.g., press checks, tours, etc.) Coordinate client visits with security. Perform related job duties as assigned and required.

REQUIRED QUALIFICATIONS

High School diploma required; college coursework preferred. Client service and office support experience. MS-Office experience including Outlook, Word and Excel. MS-Windows experience including file navigation, document handling, and network printing. Experienced use of equipment such as copier, scanner, and printer Strong attendance record or ability to work consistent schedule with prescribed breaks. Strong communication skills including writing (email), phone and in-person. Proactive approach to problem-solving and meeting client expectations. Dedication to responding to internal and external client inquiries resulting in strong response rates, while demonstrating courtesy and helpfulness. Excellent time management, prioritization, and organizational skills. Ability to work with minimal amount of supervision.

PREFERRED QUALIFICATIONS

Associate’s or Bachelor’s degree Experience in the printing industry highly preferred Manufacturing and/or printing industry experience Experience using an order entry system to enter client orders

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