JOB TITLE: Customer Service Representative

REPORTS TO: Manager, Customer Service

DEPARTMENT: Customer Service

FLSA STATUS: Exempt

Summary/Objective

In this position, you will be responsible for providing day-to-day print production expertise and support of all print and direct mail products by serving as an extension of our client’s marketing, CRM, loyalty and creative teams. You will interface with the Sales team to ensure all project requirements are being met, efficiencies are being realized and the end product reflects the initial vision.

Essential Functions

  • Receive campaign and product information from client and execute all phases of production. This includes ongoing communication and a focus on details necessary to successfully process orders through the facility in a timely and efficient manner, without disruption, from inception through delivery.
  • Conduct daily touch base communication with Production Manager to ensure current projects are on schedule and discuss upcoming projects.
  • Proof all projects for accuracy from a printing perspective during the internal routing process before release.
  • Conduct general proof reviews to ensure that all client and Graphic Village standards are met.
  • Coordinate with client’s departments on timing of approvals for data and imaging proofs
  • Responsible for creating and reviewing all production-related materials such as Production Controls or documents such as production specs, imaging & order processing instructions, quality guidelines, daily status and production schedules.
  • Secure print estimates based on project needs and budget.
  • Submit requests to the printer for spec inquiries and .eps die lines as needed.
  • Review all invoicing and dispute charges when discrepancies are discovered.
  • Troubleshoot and traffic all production-related tasks. Identify production-related problems and solutions associated with client projects and participate in decision making with Sales team. Expected to initiate solutions to complex or unusual issues, coordinating with Graphic Village sales as appropriate.
  • Coordinate delivery schedules with customers on in-coming components for use in the communication package. Coordinate delivery schedules with suppliers to ensure that all components are available for timely production.
  • Attend client pre-planning, debrief, creative strategy, and any other production-related meetings as needed. Travel to other client sites, production facility or other sites as required. Attend press checks on behalf of client, if necessary.
  • Maintain knowledge and understanding of company product lines, capabilities, market conditions, price and competitive activity with client.
  • Facilitate the rollout of customer specifications for jobs and provide training to other employees as necessary that is specific to customer requirements for particular jobs.
  • Determine and document account/departmental best practices, special projects and SOP’s.

Competencies

  • Extensive knowledge of print production processes
  • Self-starter with a sense of urgency, ability to multi-task and highly organized
  • 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

Work Environment

This job generally operates in a professional office environment but may frequently need to work with employees in a production environment where he/she may be exposed to fumes or airborne particles, moving mechanical parts, vibration and moderate to loud noise level. This role routinely uses standard office equipment such as computers and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The person in this position frequently communicates with other employees and customers in person, over the phone and electronically. This is a largely sedentary role. However, while performing the duties of this job, the employee is occasionally required to move about the office and production areas to access other departments, files, office machinery, etc.

Position Type/Expected Hours of Work

This is a full-time position with a standard schedule of 40 hours per week. Overtime may be required dependent upon business necessity.

Required Education and Experience

  • 4+ years’ experience in print production and account management

AAP/EEO Statement

Graphic Village is committed to using recruiting and hiring techniques that attract a diverse pool of applicants.  We will use selection criteria, processes and techniques that are fair; that identify quality applicants with the necessary skill set for success; and that have no adverse impact on minorities, women, disabled persons or members of other protected classes.

It is Graphic Village policy to provide equal opportunity in employment to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information, marital, military, veteran or citizenship status, pregnancy, childbirth or related medical condition, or any other status protected by law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Application for Employment

Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, or the presence of a non-job-related medical condition or handicap. Applicants are not allowed to provide extraneous information - only supply the information requested on the application.

Note:

Employment with Graphic Village is contingent upon taking and passing a drug test and background check. We also drug test post-accident and with reasonable suspicion.

AN MFVD EMPLOYER (Minority - Female - Veteran - Disabled)

Employment Experience

Start with your present or last job. Include military service assignments and volunteer activities. Exclude organization names which indicate race, color, religion, sex or national origin.

PLEASE READ THE FOLLOWING STATEMENTS CAREFULLY BEFORE SIGNING

  • In consideration of my employment, I agree to conform to the policies and procedures of the company. I understand that in accepting this application, the company is in no way obligated to provide me with employment and that I am not obligated to accept employment if offered. Furthermore, if employed, I understand that I am employed at will and that my employment can be terminated with or without reason, and with or without notice at any time.
  • I certify that the facts contained in this application are true and complete to the best of my knowledge. I understand that any falsified statements on this application or omission of fact on either this application or during the pre-employment process will result in my application being rejected, or, if I am hired, in my employment being terminated.
  • I also understand that any offer of employment is conditioned on pre-employment procedures, tests and documentation. I will, upon request, sign all necessary consent forms. I authorize any companies, schools, or persons to give any information regarding my employment, qualifications and character. I hereby expressly release said companies, schools, or persons from any and all liability for any damage for issuing or disclosing any information or knowledge to this company. I understand that I may be required to take a drug test as a part of the application process, as a condition of employment or at any time during employment. I may also be required to take and pass a physical exam if I am selected for employment and before beginning employment.
  • I agree that any claim or lawsuit relating to my service with Graphic Village must be filed no more than twelve (12) months after the date of the action that is the subject of the claim or lawsuit. I waive any statute of limitations to the contrary.
  • I have read and understand the contents of this employment application and am fully able and competent to complete it.
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