Printing Industry Customer Service Representative
- Employer
- Central Florida Press
- Location
- Orlando, Florida
- Salary
- Competitive salary with benefits package
- Posted
- Apr 22, 2016
- Closes
- May 20, 2016
- Industry
- Financial Services, Manufacturing, Professional
- Category
- Customer Service, Manufacturing
- Hours
- Full Time
- Career Level
- Experienced (Non-Manager)
Come join a new experience. Central Florida Press, LLC. is the largest Commercial Printer in Central Florida. Affiliated with The Matlet Group, Central Florida Press is a privately owned company with a commitment to quality and value-added customer service in the printing industry. CFP offers a full array of 40 inch sheetfed presses, full and half web presses and a battery of finishing capabilities, staffed 24 hours a day, 7 days a week.
We offer a competitive salary and excellent benefits including medical, dental, and 401K.
Summary:
This position provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and implements corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction are maintained. The position reports to the Customer Service Manager.
Essential Functions:
The essential functions include but are not limited to:
• Receives, processes, and verifies the accuracy of orders from customers/Sales utilizing the organizations’ internal systems and customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Engages customers to gather job requirements and translate customer requirements in to detailed kitting instructions and shipping/postal instructions for disposition of the customers’ product.
• Ensures and provides quality service to both internal and external customers.
• Receives inquiries from and/or contacts the organization’s departments to resolve a variety of order-related issues.
• Ensures job instructions are entered and verified in the various manufacturing systems (Hagen, ILS, Monarch, etc.) and queued in to the production schedule.
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• Participates and provides expertise as a member of the customer service’s departmental team.
• Analyzes and reviews the Customer Service requirements and makes determination on the scope of the overall project. Pulls together the appropriate resources/departments required to successfully implement a customer campaign.
• Estimates the time frames, and resources (programming, composition, production, etc.) required to successfully complete the project.
• Prepares final specifications for a project by communicating with the appropriate departments and production to ensure that problems are resolved and that the project is ready to be produced.
• Monitors, tracks, and controls the project by communicating with team members and production; updates project plans and schedules as changes occur; reporting to the client, supervision, and the Customer Service Manager on project status, and conducting a post-project evaluation to deliver the project on time and within specifications.
• May hold meetings with the customer to review and make changes to jobs.
• May be involved in establishing test cases and final sign off on projects for go live to the customer.
• Maintain all Customer compliance procedures and ensure the Customers’ branding guidelines are met.
• Identify, develop and document cost-saving opportunities with respect to specification and design.
• Performs other related duties and participates in special projects as assigned.
Specific Tasks:
The specific tasks include but are not limited to:
• Review Gross and Net Sheet counts
• Record Sample Information/Distribution information on the job ticket. Set up Distributions for 48 hrs prior to shipping samples.
• Provide instructions for the prepress department for all Customer Alterations
• Indicate Proof Information on the Prepress Checklist; request a new proof when proofs are returned with changes
• Enter a valid sell price for all jobs in Hagen.
• Update data entry in systems to ensure the information is always current
• Run all jobs with a run list
• Enter all PO requisitions a timely manner.
• Enter and update Fulfillment Schedule
• Submit billing job folders to Customer Service Manager daily
• Fill out Non-Conforming paperwork as needed
Physical Requirements:
• Ability to input data on a computer
• Ability to converse with others via phone
• Ability to move throughout the facility to follow up on work responsibilities
Knowledge:
• Knowledge of principles and processes for providing excellent customer service in a corporate environment. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of Hagen, ILS, and Monarchsystems
• Direct mail knowledge in United States Postal System mailing classifications and specs, good understanding of Data Mail Merge (DMM) requirements, drop shipping needs and experience with Postal One to be used as a resource for our Direct Mail product line
Skills
• Substantial proficiency in Microsoft Office applications, particularly, Outlook, Word and Excel
• Excellent verbal and written communication skills
• Excellent organizational skills
Abilities
• Multi-task in a fast paced environment
• Meet quality standards of excellent customer services
• Maintain customer focus while meeting the challenges of a 24/7 production operation
• Posses a positive “can-do” attitude
Education or Training Requirements:
Required:
• Minimum of three years customer service experience in the printing industry
• Experience with corporate clients
Preferred:
• Four year college degree in a related field; experience commensurate with the organization’s needs may be substituted
• Previous experience in commercial printing