Customer Service Representative

Summary/Objective

The Customer Service Representative is primarily responsible for the organization, management, and support of incoming and in-progress jobs by serving as an extension of our client’s marketing, CRM, loyalty, and creative teams. This includes acknowledging all incoming orders in a timely and professional manner, accurately recording customer requests and job specs on our software, as well as other forms of job management, such as file manipulation and setup, requesting/proofing work orders for production, and monitoring all communications with customers and the design and production teams.

Essential Functions

• Accurately record customer requests and job specifications
• Manipulate files and setup
• Monitor all communications with customers and the design and production teams
• Manage ongoing communication with a focus on details necessary to successfully process orders through the facility in a timely and efficient manner
• Coordinate with client on timing of approvals for data and art (where necessary)
• Conduct proof reviews to ensure that all client and Graphic Village standards are met
• Identify production-related problems and solutions associated with client projects
• Troubleshoot and traffic all production-related tasks. Identify production-related problems and solutions associated with client projects and participate in decision making with Management and Production teams
• Facilitate the rollout of customer specifications for jobs and provide information to other employees as necessary that is specific to customer requirements for particular jobs
• Maintain knowledge and understanding of company product lines, capabilities, market conditions, price and competitive activity with client
• Determine and document account/departmental best practices, special projects and SOP’s.
• Handle front-end customer walk-ins and take client phone calls as required

Competencies

• Print industry experience
• Self-starter with a sense of urgency, ability to multi-task
• Exhibits superior organizational skills
• Flexibility to deal with frequent change
• Ability to work as part of a cross functional team and interact effectively with others
• Strong Microsoft Office skills
• Working knowledge of basic functions of Adobe software - primarily InDesign, Photoshop, and Illustrator
• Possess good problem-solving skills and excellent memory
• Effective electronic and face-to-face communication skills
• Attentive to detail
• Positive disposition
• Basic math functions
• Works for the best interests of the client and the company

Work Environment

This job generally operates in a professional office environment but may frequently need to work with employees in a production environment where they may be exposed to fumes or airborne particles, moving mechanical parts, vibration and moderate to loud noise level. This role routinely uses standard office equipment such as computers and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The person in this position frequently communicates with other employees and customers in person, over the phone and electronically. This is a largely sedentary role. However, while performing the duties of this job, the employee is occasionally required to move about the office and production areas to access other departments, files, office machinery, etc.

Position Type/Expected Hours of Work

This is a full-time position with a standard schedule of 40 hours per week. Overtime may be required dependent upon business necessity.

Preferred Education and Experience

• 2+ years’ experience in digital or large format print production
• 2+ years’ experience in account management
• Associates or higher degree in Business Administration and/or Graphic Arts/VisCom

AAP/EEO Statement

Graphic Village is committed to using recruiting and hiring techniques that attract a diverse pool of applicants. We will use selection criteria, processes and techniques that are fair; that identify quality applicants with the necessary skill set for success; and that have no adverse impact on minorities, women, disabled persons or members of other protected classes.

It is Graphic Village policy to provide equal opportunity in employment to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information, marital, military, veteran or citizenship status, pregnancy, childbirth or related medical condition, or any other status protected by law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.