CUSTOMER SERVICE REPRESENTATIVE

POSITION SUMMARY

This position is responsible for establishing a working relationship with customers by communicating via telephone, email, or interacting personally with them. Responsible for entering orders along with receiving, investigating, and responding to all customer inquiries regarding job quality, status, and concerns. This role also coordinates with multiple internal stakeholders to ensure all jobs are accurate and ready for production.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

• Supporting Sales, Production and Shipping operations
• Maintain an overview of all jobs assigned
• Generate job tickets using Monarch software
• Manage the E2E (End to End) job process: Planning > Scheduling > Pre-press > Printing > Bindery > Packing > Shipping > Mailing (if required)
• Responsible for completing initial job information in Monarch before job enters production (schedule dates, buyouts, versioning with counts, and distribution information)
• Track jobs through production:
  • Check proofs before they go to the customer
  • Coordinate with production managers to promote quality control as job moves through the E2E process
  • Be aware of supplied inserts, cover wraps, and value-added services included in the finished product
  • Plan for correction cycles, press checks and any other circumstances that could impact production
  • Make schedule changes and production updates as received from the customer in Monarch
• Ensure outbound flow is aligned with customers request while meeting Journal Graphics financial needs
• Partner cross-functionally with Sales to complete the E2E process. (order entry > delivery)
• Remain aware of status of jobs entering production each day and provide the information (upon request) to the Customer Service Manager
• Understand production specifications, anticipate, and address issues as needed
• Communicate job status with account executive and customers
• Collaborate with teammates to manage jobs and ensure adequate coverage when team member is out of office

POSITION QUALIFICATIONS

Competencies:

• Excellent interpersonal skills on the phone and in person
• Exceptional communication skills
• Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
• Ability to think strategically i.e. (problem solve, analyze, and innovate)
• Self-starter who can work independently with minimal direction
• Ability to work in a fast-paced environment with changing priorities

SKILLS & ABILITIES

Education: High School Diploma or equivalent

Experience:

• Minimum of 2 years Customer Service experience

Computer Skills:

• Proficient in Microsoft Office suite. Monarch experience is a plus.

Physical Requirements:

• Must be able to use computer keyboard and view a computer monitor frequently