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 from walk-in customers, according to customers' requirements, by performing the following duties:
- Greet customers
- Process in-person, phone, electronic, and hard copy work orders
- Managing and billing project
- Complete order forms legibly
- Enter jobs into computer system/first screen billing
- 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
- Confer with 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/times
- Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
- Provide information to customers regarding products, processes (software/hardware), and production turnaround times
- Sell add-on or new services/merchandise to existing and previous customers
- Inform customers of unit prices, shipping date, anticipated delays, and any additional information needed
- Participate in on-going ARC and other training to update technical skills and knowledge
- Perform other tasks, duties, or functions as assigned
QUALIFICATIONS
- Excellent customer service skills is a must
- Basic Windows knowledge
- Strong competency and knowledge of Microsoft Word
- Willing to train and learn Sub-Hub and Planwell
- Strong comprehension of small format, large format, and color production processes
- Enjoy working in a team driven environment.
- Ability to work in a fast pace, multi-tasking environment.
- Ability to follow-through and react quickly to situations.
- Prior reprographics or printing experience a plus.