Customer Service Representative

Job Description

Position Overview

Position Status : Permanent / Full-time

Reporting Relationships : Reports to Customer Relations Manager

Expected hours of work : Standard hours are 8 : 30 a.m. 5 : 00 p.m. (Monday to Friday)

Role :

Are you ready to take on a dynamic and challenging role in a growing industry?

The Customer Service Representative (CSR) role is pivotal at T.K. Graphics as a key intermediary between the company and its clients.

The objectives and goals of a CSR at T.K. Graphics center on delivering exceptional customer service, providing accurate information back to production teams, and actively contributing to the business's overall success.

As an excellent communicator, skilled at building and maintaining strong relationships with T.K. Associates and our clients.

Passionate, enthusiastic, and motivated by success, this role's key focus will be assisting the business in operating seamlessly, identifying needs, and completing tasks as they arise to ensure that the office as a whole can operate effectively.

Direct Reports :

This position reports directly to the Customer Relations Manager. However, a strong relationship with the CEO, Sales Associates, and Production Associates is also required to develop and close new business opportunities.

Accountabilities :

Customer Satisfaction : CSRs are responsible for promptly addressing customer inquiries, concerns, and requests, ensuring customers feel valued and heard.

They must manage expectations and strive to provide solutions that meet or exceed customer needs.

Accurate and Timely Order Processing : CSRs are accountable for accurately processing orders, including job entries, change orders, and updates.

They must ensure that all details are correct to avoid errors in production.

Effective Communication : It is crucial to maintain clear and professional communication with customers, sales teams, production teams, and management.

CSRs must inform all parties about order status, potential issues, and changes.

Coordination and Follow-Up : CSRs must coordinate with various departments, such as sales, production, and billing, to ensure that orders progress as planned.

They are accountable for following up on orders, monitoring deadlines, and ensuring that production schedules are met.

• Problem Resolution : When issues arise, CSRs resolve them swiftly and effectively. This includes troubleshooting problems, coordinating with relevant teams to find solutions, and communicating customer updates.
• Billing Accuracy : CSRs are accountable for coordinating with estimators or account managers to ensure billing reflects any changes made during proofing or production stages.

They must ensure that invoices are accurate and match the final deliverables.

• Compliance with Company Policies : CSRs must adhere to company policies and procedures, including quality control, communication standards, and data handling.
• Documentation and Record-Keeping : CSRs are responsible for maintaining accurate records of customer interactions, order details, and any changes or issues during the service process.

Proper documentation is essential for accountability and future reference.

• Time Management : CSRs must manage their time effectively to handle multiple tasks and projects simultaneously while meeting deadlines and maintaining quality standards.
• Continuous Improvement : CSRs should actively seek ways to improve processes, enhance customer experiences, and contribute to the company's overall success by providing feedback and suggestions based on customer interactions.

Responsibilities :

The focus of this position consists of the following areas :

• Customer Interaction and Satisfaction :
• Serve as the main point of contact for customers, providing friendly and professional support.
• Respond promptly to customer inquiries regarding pricing, job status, and other service-related questions.
• Address customer concerns or complaints, focusing on finding practical and satisfactory resolutions.
• Build and maintain strong customer relationships by understanding their needs and providing personalized service.
• Order Management :
• Accurately process customer orders, including job entries, change orders, and updates, to ensure that all details are correct and aligned with customer expectations.
• Track and manage orders throughout production, ensuring deadlines and quality standards are met.
• Implement any necessary changes or adjustments to orders in response to customer feedback or production requirements.
• Communication and Coordination :
• Facilitate clear and effective communication between customers and internal teams, such as sales, production, pre-press, and billing.
• Provide timely updates to customers and internal stakeholders regarding the status of orders, production timelines, and any potential issues.
• Coordinate with estimators or account managers to ensure accurate billing that reflects any changes occurring during the proofing or production stages.
• Problem Solving and Issue Resolution :
• Proactively identify potential issues that could impact customer satisfaction or order fulfillment and work to resolve them promptly.
• Collaborate with relevant teams to troubleshoot and resolve production or service-related problems.
• Escalate complex issues to management when necessary while keeping the customer informed of the progress.
• Documentation and Record-Keeping :
• Maintain detailed records of customer interactions, order specifications, changes, and resolutions to ensure accuracy and accountability.
• Prepare documentation for billing and invoicing, ensuring all information is accurate.
• Process Improvement :
• Provide feedback to management on customer trends, recurring issues, and opportunities for process improvement.
• Participate in team meetings and training sessions to stay updated on new products, services, and processes.
• Time Management and Multitasking :
• Manage multiple customer accounts and projects simultaneously, prioritizing tasks effectively to meet deadlines.
• Balance individual responsibilities with team collaboration, ensuring that all tasks are completed efficiently.
Il y a plus de 30 jours