Customer Service Rep - Riot Team
About The Position
ARC Document Solutions, Inc. is a worldwide public company looking for a Customer Service Representative (CSR) who will coordinate and process orders for print jobs, material or merchandise received by mail, e-mail, fax, telephone, or from walk-in customers, according to customers' requirements. This role involves greeting customers, processing various types of work orders, managing and billing projects, completing order forms, entering jobs into the computer system, examining documents for completeness and defects, communicating with customers regarding orders, noting problems for the Production Manager, consulting with the Estimator, following estimating procedures, routing supplies and materials, examining digital files, resolving digital order issues, conferring with customers throughout production, referring questions to the appropriate production manager, monitoring job progress, following up on orders to ensure timely delivery, conferring with personnel to expedite or trace shipments, providing information on products and processes, selling add-on services, informing customers of pricing and delivery details, participating in ongoing training, and performing other assigned tasks.
Requirements
- Excellent customer service skills is a must
- Basic Windows knowledge
- Strong competency and knowledge of Microsoft Word
- Willing to train and learn Sub-Hub and Planwell
- Strong comprehension of small format, large format, and color production processes
- Enjoy working in a team driven environment.
- Ability to work in a fast pace, multi-tasking environment.
- Ability to follow-through and react quickly to situations.
Nice To Haves
- Prior reprographics or printing experience a plus.
Responsibilities
- Greet customers
- Process in-person, phone, electronic, and hard copy work orders
- Managing and billing project
- Complete order forms legibly
- Enter jobs into computer system/first screen billing
- 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 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 order into production
- Examine digital files for completeness and defects
- Resolve problems with digital orders or obtains assistance from technical expert
- Confer with customers throughout production to keep them informed of status of job
- Refer questions regarding jobs in progress to the appropriate production manager
- Monitor progress of job order throughout production, confer with employees at all levels of company
- Follow-up on orders to ensure delivery by specified dates/times
- Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
- Provide information to customers regarding products, processes (software/hardware), and production turnaround times
- Sell add-on or new services/merchandise to existing and previous customers
- Inform customers of unit prices, shipping date, anticipated delays, and any additional information needed
- Participate in on-going ARC and other training to update technical skills and knowledge
- Perform other tasks, duties, or functions as assigned
Benefits
- Medical
- Dental
- Vision
- Life Insurance benefits
- 401(k) with a company match
- PTO
- personal days
- paid holidays
- Comprehensive Medical Coverage
- Health
- Flexible Spending Account
- Voluntary and company paid Life Insurance
- an array of Voluntary Benefits
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
