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.