Customer Service Representative I (62168)

Walsworth•Marceline, MO

14d

About The Position

As a Customer Service Representative I, you will serve as the primary contact for external and internal customers. You will ensure jobs are expedited through production in a timely manner and make judgment and discretionary decisions affecting organizational operations, communicating those decisions effectively to customers. The role requires coordinating with customers, scheduling, manufacturing, prepress, mail, and plant management to plan jobs, support production, manage fulfillment and inventory, and provide exceptional account service.

Requirements

High school diploma or equivalent.
One year of customer service-related experience.
Ability to handle multiple tasks and projects.
Ability to remain organized and self-directed in a fast-paced environment and work effectively in a team.
Professional communication with internal and external team members and customers.
Ability to interface frequently with a variety of individuals or groups.
Ability to work with limited direction and supervision while demonstrating good judgment and maintaining strict confidence.
Proactive identification of potential issues, timely escalation, accurate interpretation of situations, and recommendation of solutions.
Decision-making skills and ability to apply total quality involvement process procedures.
Strong organization, responsiveness, attention to detail, project management, and time management skills.
Ability to respond to customers or sales representatives in a timely manner.
Advanced proficiency with Microsoft Word, Excel, Outlook, and Windows-based databases.
Ability to work overtime and weekends when daily work requires it.

Nice To Haves

Knowledge of AS400.

Responsibilities

Receive orders, review specifications, and arrange for jobs to be entered into the production system.
Work with Scheduling and Manufacturing supervisors to ensure timely deliveries.
Assist customers with cover impositions, dummy books, press tests, and preliminary questions.
Connect customers with computer support to test files and obtain information needed to set up files to specifications.
Follow up on preloaded jobs.
Complete and maintain required paperwork, records, and documents.
Organize and hold planning meetings with plant management for new or large customers and titles with complicated requirements.
Inform customers and sales representatives of schedules.
Send proofs to customers, log returned proofs into the AS400 system and prepress report, and email the operator working on the files when proofs are returned.
Break out fixed and variable costs and provide customers with variances.
Prepare shipping instructions for drop shipments and edit customer-provided shipping address spreadsheets for upload to the company database.
Manage fulfillment orders and inventory.
Maintain or reduce costs associated with assigned accounts.
Maintain or increase sales revenues for assigned accounts by providing exceptional service.
Coordinate with the mail department on mailing files and understand mailing processes.
Attend production meetings with Manufacturing.
Check samples to ensure the final product is accurate.
Create standardized operating procedures to improve job processes and productivity.
Make retention calls or send emails to past customers during downtime.
Follow safety and work rules and regulations and maintain housekeeping standards.
Serve as a backup to other Customer Service Representatives.
Perform other duties as assigned.