The Customer Service Representative (CSR) is the primary contact for external and internal customers – responsible for making judgments and discretionary decisions that affect the operations of the organization and effectively communicates those judgments and decisions to the customer. The CSR is also responsible for appropriately communicating customer requirements to the manufacturing team, in accordance with company policies and procedures.
The CSR position is in place to allow the Account Executive time to meet with clients (both current and prospective) and develop prospecting plans. It is the job of the Account Executive to attain new clients, retain current clients, and bring in revenue for Qualprint. It is the CSR’s job to ensure that the jobs that are brought in get done on time and according to specification. All employees are expected to work together as a team to achieve departmental goals and work together on technological improvements that will better the department, the company, and our clientele. All employees are also required to work overtime when necessary.
Essential Job Functions:
To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Receive all questions and concerns from external and internal customers. Provide solutions to problems. Add recommendations if appropriate.
- Receive, sort and prepare a checklist for all customer materials. Determine date of availability for any missing materials.
- Generate and input quotes to be sent to the estimating department.
- Look up old tickets if necessary / applicable as a guide for the estimating team.
- Follow through to make sure quotes have been estimated in a timely manner – based upon client requirements.
- Review and edit quotes to ensure accuracy. Mandatory follow up – same day if possible – to ensure receipt of quote.
- Discuss, explain, and review quotes with customers if necessary.
- Record lost bids in the system.
- Ensure customer supplied components are available on time to meet assembly schedule.
- Generate purchase orders for customer supplied components as required.
- Attend production meetings daily and communicate with co-workers and Account Executive the status of jobs, any unique circumstances relating to jobs, etc.
- Prepare shipping papers if necessary.
- Serve as a back-up to other CSRs.
- With other CSR's, serve as a backup to the receptionist when unavailable.
- Follow jobs throughout the entire production process to ensure quality control and accuracy – sign off on each stage of production.
- Make sure all deadlines are hit and products are delivered to customers on time and as specified. Detail shipping completion and tracking numbers to customer.
- This may require CSR’s to aid in production, shipping, etc. to make sure deadlines are hit for multiple Account Executives.
- Read messages in the system multiple times during the day – messages outline what jobs have been moved in the schedule.
- Check content and send proofs to customers and receive them upon return. Manage any required changes.
* Maintain or reduce costs associated with assigned accounts.
* Maintain or increase sales revenues for assigned accounts by providing and ensuring exceptional service.
* Approve invoices and customer allowances.
* Provide good inspected samples to customers.
* Complete and maintain all required paperwork, records, documents, etc.
* Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
* Answering phones at switchboard when and if needed.
* Constant communication with Account Executive with project updates. - Other duties as assigned.
