Customer Service Representative

Job Summary:

As a Customer Account Manager, you will serve as the primary contact for external and internal customers. You will also be responsible for appropriately communicating customer requirements to the manufacturing team, in accordance with company policies and procedures.

Essential Functions:

• Responsible for training and mentoring Customer Account Assistants.
• Handle the most difficult accounts with confidence.
• Help set up procedures and processes that directly affect the department.
• Receive the order, reviews the specifications and make the necessary arrangements for the job to be entered into the production system.
• Work closely with the necessary departments to ensure timely deliveries.
• Work with customers on cover impositions, dummy books, press test and answer any preliminary questions.
• Get the customer in contact with computer support to test files and get any information needed to set-up files according to our specifications.
• Organize planning meeting if it is a new or large customer or requirements are complicated.
• Download files from the WPConnect and burn to CD.
• Inform customer and sales rep of schedule.
• Follow-up on any jobs that are preloaded.
• Break out fixed and variable costs and supply customer with variances.
• Prepare shipping papers.
• Serve as a back-up to other Customer Account Managers.
• Check samples to ensure accurate final product.
• Send proofs to customers and receive them upon return.
• Maintain or reduce costs associated with assigned accounts.
• Maintain or increase sales revenues for assigned accounts by providing exceptional service.
• Provide samples to customers.
• Complete and maintain all required paperwork, records, documents, etc.

Knowledge, Skills and Abilities

• Ability to handle multiple tasks and projects.
• Ability to remain organized and self-directed in a fast-paced environment.
• Ability to work in a team environment.
• Ability to interface with a variety of individuals or groups on a frequent basis.
• Ability to work with limited direction and supervision, while demonstrating good judgment and strict confidence.
• Ability to learn computer applications as necessary for the position.
• Must successfully complete any training or certification courses required to support or strengthen position.
• Ability to read, interpret and follow verbal and written instructions, work procedures and other related materials.
• Excellent verbal and written communication skills including strong customer service skills.
• Must communicate appropriate information accurately and clearly as needed.
• Demonstrated advanced proficiency with MS Word, Excel, Outlook and Windows based databases.

Minimum Requirements:

• High School Diploma and five years account management experience in a fast-paced sales environment.