Customer Service Representative
Description
Summary:ARC Document Solutions, Inc. (www.e-arc.com) is a world-wide 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 personally from customers, according to customers' requirements.
Essential Duties and Responsibilities:
- Greet customers
- 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 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
- Update 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 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
- Position hours 9:00 AM to 6:00 PM, Monday through Friday
Skills:
- Excellent customer service skills
- The ability to type 30-40 words per minute
- Quality control
- Wrapping and distribution of our products
Required Experience:
- High School
- Experience in a printing environment
- Previous reprographics experience.
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