Customer Service Representative

ARC Document Solutions•Houston, TX

2d•Onsite

About The Position

ARC is looking for a Full-time Customer Service Representative with a strong background in printing to help us continue to provide the best employment experience for employees; and, continued excellent service for our customers. We are seeking candidates with an interest in Customer Service. The Customer Service Rep works directly with the Sales and Operations teams by coordinating and processing orders for material or merchandise received by mail, e-mail, fax, telephone, or personally from customer or company employees, according to customers’ requirements.

Requirements

High School diploma or equivalent
1-3 years of related administrative, customer service focused experience
Ability to lift up to 25 lbs. periodically
Professional, business-level written and oral communication skills including interpersonal skills that yield positive results
Proficient problem solving and conflict resolution skills that yield positive results
Proficient experience with Microsoft Office tools including Word, Excel, Outlook, and PowerPoint

Responsibilities

Greet customers
Manage communication with print request.
Monitoring orders, quoting, outsourcing of many different kinds of print requests.
Will work with management on new initiatives/programs as they arise.
Process in-person, phone, electronic, and hard copy work orders
Provide information to customers regarding products, processes (software/hardware), and production turnaround times
Attempt to sell add-on or new services/merchandise to existing and previous customers
Inform customer of unit prices, shipping date, anticipated delays, and any other information the customer needs
Enter jobs into computer system/first screen billing
Complete order forms
Examine original hard copy documents for completeness and defects
E-mail or call customer with questions regarding orders, when appropriate
Note problems with orders for Production Manager
Consult with Estimator regarding costs and communicates information to the customer. Follow estimating procedures for review/approval in various situations
Route supplies and materials such as artwork, copy, digital files, or prints, to work areas to put job orders into production
Examine digital files for completeness and defects
Resolve problems with digital orders or obtains assistance from a technical expert
Update customers throughout production to keep them informed of the status of the job
Refer questions regarding jobs in progress to the appropriate production manager
Monitor progress of job orders throughout production, confer with employees at all levels of the company
Follow-up on orders to ensure delivery by specified dates and times
Work with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
Participate in ongoing ARC and other training to update technical skills and knowledge
Perform other tasks, duties, or functions as directed

Benefits

Excellent Company Reputation because we consistently receive 5-star customer reviews
Excellent Company support and resources
Competitive compensation
Comprehensive Employee benefits that include full medical, dental, vision, and life insurance as well as a 401-K Plan with company matching
A management team that supports you and want to see you be successful
Culture of caring for our employees
Excellent opportunity to learn all about the Managed Print Service industry working with the largest commercial digital printing company in the country
Medical, Dental, Vision, and Life Insurance benefits
401-K Plan that includes company matching
Employee Stock Purchase Plan that allows you to purchase our stock on the NYSE at 15% below market
PTO
Paid holidays