Customer Service Representative

Job Description

Job Description

We are actively hiring for the position of Customer Service for our Plant in Solon, OH

Shift: 1st Shift 8:00 a.m. to 5:00 p.m. ability to work until 7:00 p.m. as needed Monday through Friday.

Duties & Responsibilities:

• Assist customers with pick up and placing orders: Welcome customers by greeting them, offer assistance, advise on products, and help make selections by building customer confidence, offering suggestions, and answering questions.
• Assist the HD, Team Leads, Sales Team, and IRS team with Will Call complaints: Open a PT, and alert the
• IRS team about QC issues at the Will Call counter.
• Run AM/PM pick up reports and final EOD reports: Ensure all IN-TRANSIT and PICKED-UP items have been updated.
• Provide weekly phone calls: Remind customers to pick up their jobs.
• Coordinate with key production personnel and the IRS team: Identify items that will not meet the deadline for shipping or delivery.
• Follow up with production items that are delayed/late: Manage the Will Call Request Box.
• Communicate timely information about late items to customer-facing groups:
  • Order/Item identifiers and basics (e.g., JO Number, Item Number, Original due date)
  • Reasons and other necessary details about the delay
  • Actions taken to ensure items are fulfilled as soon as possible (if applicable)
  • New TAT for delayed items
• Communicate and follow up with customer-facing groups: Provide information that production needs to fulfill orders.
• Coordinate with key production personnel on customer requests: Communicate whether such requests can be granted:

1. Upgrades and downgrades with orders (e.g., changes in quantity, stock, TAT, shipping method)
2. Change in shipping address

• Conduct quality checks: Ensure all items endorsed for checking are verified before shipping or delivery.
• Provide feedback on identified issues/concerns: Address concerns, improve processes, and escalate to leadership when necessary.
• Be proactive with completing other duties as assigned.

Qualification

• High school diploma, GED, or equivalent work experience.
• Excellent analytical, problem solving and decision-making skills
• Proficient Communicator (excellent verbal and written communication skills)
• Excellent prioritization and time management skills
• Excellent computer skills (MS Office)
• Can navigate and use relevant functionalities in IMS while including downloading reports
• Is customer-centric and has a positive / can-do attitude.
• Ability to understand and follow written and verbal instructions.

For further information on the digital room, please explore our website

What are the perks and benefits of working at Digital Room?

• Collaborate with leading print professionals in a fast-paced, high-tech, safe, and enjoyable environment
• Competitive pay and growth opportunities.
• Comprehensive health, dental, and vision coverage (location-specific).
• Employer match 401(k) up to limits.
• Company-sponsored Life and AD&D Insurance.
• Flexible Spending Account and voluntary benefits.
• Paid holidays and PTO.
• Employee discounts on all products.
• Company-sponsored training and certifications.
• Fun workplace and wellness events, and more.

Please note: Actual compensation within the range will depend on various factors including the individual’s skills, experience, qualifications, and applicable laws.