Customer Service Representative

Graphic Village•Muncie, IN

18d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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