MAIN RESPONSIBILITIES.

Manage communications for jobs in progress, any special requests, and working with production on timelines with customer/3rd party vendors. The Customer Service Representative will act the first point of contact focused on supporting a specified customer base for all project discussion, job inquiry, and vend support. Additionally focuses on improving customer experience and awareness of client's needs. Develop a community of practice Communicate with day-to-day account key contacts and 3rd Party providers (i.e. service, 3rd party vendors, etc.) Record all incidents that occur inside the operation associated w/solutions to ensure Timeliness SLA is met. Response expectation within 1-4 hrs. Participation in quality & procedures' improvement initiatives Awareness of all contracted SLAs are consistently achieved and tracked Coordinates customer training (order, tracking process) Implements and supports Critical Processes such as Client Accounts Procedures Manual, (CAPM) via Global Services Delivery Model Build & update WebCRD catalogue for assigned Division during onboarding process and as client requests; to included edited or new catalogue items Become proficient with online Tools (WebCRD, ODNet, etc.) Communicate rejected file issue via online tools with 1-2 hours of notifications Vend custom jobs per Division, per customer requirements & track

• Client order tracking included; report monthly to Vend Coordinator Workload balance with team members
• i.e. when load has dropped reach out to Site Coordinator/team to offer support SKILLS
• Ability to demonstrate excellent interpersonal skills Demonstrate ability to communicated effectively (both written & in person) to Senior levels to articulate document strategy Demonstrate ability to network with colleagues to share and deliver benchmark solutions Demonstrate ability to deliver to deadlines Demonstrate ability to function effectively at all levels of the business Ability to demonstrate knowledge of PCs and recent releases of Microsoft Office•Ability to demonstrate problems solving skills / analytical skills, and interviewing skills to obtain customer requirements Demonstrate ability to manage multiple tasks in fast paced environment Ability to demonstrate creativity & strong negotiation skills Ability to demonstrate organizational skills Able to provide leadership and support for accounts assigned MUST have positive attitude.

EXPERIENCE

Minimum of five (3) years of print industry experience either in a production and/or project management Minimum of three (3) years in a customer relationship role Experience in print sales or price estimation helpful Familiar with document production techniques Experience with commercial / transaction print / digital print Experience with digital print industry Account management experience Print procurement experience with commercial vendors Print inventory management and tracking experience preferred

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EDUCATION

Minimum:

High School Diploma or Equivalent Preferred:

Associates Degree

EDUCATION VERIFICATION

Yes Job Type:

Full-time Pay:

$18.00

• $23.

00 per hour

Benefits:

401(k)

Work Location:

In person