Customer Service Representative

SUMMARY: A CSR is the primary point of contact for sales representatives, customers, managers and production communication who at all times represents our company in a professional and positive manner.

DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

• In a state of readiness to respond to customer needs and questions - phone is always with the CSR and emails are answered in a timely manner
• Monitor all current jobs in the plant for your sales reps and customers.
• Attend daily production meeting.
• Be proactive with delivery date problems working with production to best help the customer.
• Be proactive with customer complaints working to resolve the problem quickly.
• Package and send out proofs.
• Answer project questions for sales or production.
• Assist with communication between production and customers.
• Work with clients when sales reps are not in the office.
• Write up and Process Mailing Tickets
• Write up and process some print tickets
• Package and schedule proofs for customer OKs and then follow up on their return.
• Review samples before they are sent to the customer.
• Maintain good records of customer contact information - name, phone, email, preferences.
• Assist in developing and maintaining schedules according to customer needs.
• Prepare purchase orders for needed outside services.
• Coordinate outside services with needed Hopkins' departments.
• Maintain good working relationships with outside vendors.
• Help resolve any invoice dispute with outside vendors.
• Cross train within POD to provide excellent support to sales and customers while other CSRs are out of the office.
• Occasionally work different hours as requested in order to satisfy customer needs.
• Attend and contribute to daily huddle meetings.
• Troubleshoot problems on a routine basis.
• Perform general housekeeping duties in work areas.
• Maintain a safe work environment for self and other employees while performing job functions.
• Complete special projects as assigned.
• Ideally - a great CSR makes it easy for his/her sales rep to be out of the office getting new work for our company!

EDUCATION and/or EXPERIENCE:

• Specific knowledge of printing and graphic arts gained either through formal study or job experience.
• Excellent written and oral communication skills.
• Good typing skills.
• Good computer and office equipment skills.

REQUIREMENTS:

• Must be able to cooperate with co-workers and supervisors.
• Ability to read and understand job tickets, proofs and all other job related paperwork in English.
• Must be organized and able to multi-task.
• Must have good decision making skills and a willingness to assume needed responsibility.
• Must keep confidential matters confidential.
• Must be dependable and have the ability to pre-plan.
• Must look for ways to save money for Hopkins Printing and for our customers.
• Must work according to our Hopkins Printing Mission Statement.
• Must be able to work in-person, in the plant, during scheduled work hours.