Customer Experience Specialist

SPEEDY CPS LLC•Logan, UT

7d•$16 - $18•Onsite

About The Position

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. (Increase Customer Satisfaction. Take, enter, process and/or expedite orders. Provide price estimates and quotes. Handle service problems and questions. Train customers on products. Provide service feedback to management) QualificationsWe are looking for a customer focused, high energy person with strong work ethic person to work in our commercial print and sign company in Logan, Utah. We are focused on helping out business customers become visible. We want to be a value to the communities we are located and partner with business to help them reach their goals. We help brand and bring to life a business vision by producing a business card to the sign on a building, and everything inbetween. Organization Core Values Humanity – People, Respect, Teamwork, Community, Kindness Excellence – Quality Work, Integrity, Responsibility, Accountability, Exceptional Evolving – Curious, Forward-Thinking, Adapting, Changing, Flexible Development – Grow, Create, Learn, Expand, Advance Scrappy – Self-starter, Committed, Enthusiastic, Initiative, Hard-Working

Requirements

Strong technology skill with Microsoft Office and have worked with an MIS system
A friendly and outgoing personality
Enjoys fast-paced working environment – ability to “multi-task”
Has good math skills
Has basic computer experience; ability to learn Point of Sales (POS) software for entering orders, estimates, and front counter transactions
Demonstrates and utilizes courteous

Nice To Haves

Experience in the printing industry an advantage

Responsibilities

Greets the customer in person. “Hi, welcome to Alphagraphics. What can we do for you today?” Avoid asking, “Are you here to pick up an order.”
Answers the phone. “Alphagraphics, this is (your name),” or other variations like, “Thank you for calling Alphagraphics, this is (your name).” The important point is to state both your name and the name of the company.
Accurately processes callers through the phone system. Transferring calls, parking calls on the answering service and paging.
Identifies the customer and his/her project through a few questions: What project are you working on today? Do you have an account with us?
Depending on the answers, proceed as follows: If they have an account and an assigned rep see if the rep is available to assist. If not, get all information about their job If the project is complex, i.e. an EDDM job, Book job, promo or just a large job, then pass to either a CSR 2 position, an ISR, an OSR or the owner. If the project is simple and can be done while they wait, then proceed. If the project is simple but will take some time then follow the rule: In by noon, done EOD. In after noon, then done next day.
Quotes turnaround from the “standard turnaround chart”
Accurately enters correctly priced estimates and orders in POS System
Follows up on estimates, asks for orders
Enters orders in POS system
Handles cash, check, or credit card transactions and deposits at front counter
Verifies order accuracy and pricing
Notifies customers when order is completed
Handles customer complaints, forwards to management when appropriate
Maintains front counter cleanliness, preparedness checklist
Maintains front counter filing systems
Logs new customer contacts for future follow up
Maintains customer artwork files
Takes complete messages for team members
Refers customers to inside sales rep when appropriate
Trains to become competent back-up during holidays and illnesses
Develops customer’s trust by taking interest in the success and timely completion of their projects
Trains to become a Certified Print Specialist
Completes Digital Certification
Pass on information about customers with future potential to the sales representative