Customer Service Representative

H & H Graphics, Inc. dba The H&H Group

Job Title – Customer Service Representative
Department – Client Services
Position Reports To – Client Services Team Leader
Exempt Status – Non-exempt
Position Status – Full time
Position Shift – First

Job Summary

The Customer Service Representative is the key link to our customers and their business needs. Their primary responsibility is to assist customers in meeting their goals. The Customer Service Representative assists members of the Sales Team in supporting customers along with performing as inside sales, as needed, for House accounts and new clients.

Responsibilities

• Work directly with the sales team and clients to guarantee successful customer projects.
• Return all client correspondence professionally with a sense of urgency.
• Create work orders accurately in a timely fashion with clear and concise details and instructions.
• Communicate and interact with production effectively to guarantee successful customer projects.
• Work with outside vendors to research and purchase outside products and services. Including, but not limited to, Promotional Products, Apparel, DigitalOffset & Wide Format Printing and Outside Finishing.
• Initiate pre-production meetings with departments for large and complex projects.
• Independently manage and coordinate multi-faceted customer projects, making necessary decisions based on the customer’s goals and company resources.
• Communicate necessary information to the estimating department to provide clients with accurate and timely estimates.
• Produce accurate estimates as required.
• Manage and assist clients on project schedules and budgets, making suggestions when appropriate.
• Ability to self-manage and prioritize workload. Ask for assistance when needed to complete tasks.
• Assist new customers and work with the Finance team to establish a new account and credit terms, if applicable.
• Answer the phone and take care of Walk-In customers in a polite and professional manner.
• Be willing to train and learn existing, and new facets of our business.

Expectations

• Have a good understanding of what the customer expectations are for completed projects to address questions as the project moves throughout the shop to avoid delays.
• Ability to professionally assist customers in managing the details and timing of their project. Not limited to, required dates for file submission, proof approvals, shipping details and payment methods.
• Willingness to self-learn and multitask, using software solutions as needed to manage project details.
• Develop, maintain, and grow internal and external customer relationships.

Minimum Requirements/Qualifications

This position requires at least 3 years’ experience in the printing industry (DigitalOffset & Wide Format Printing and Promotional Products)
• High School degree or equivalent.
• Previously demonstrated customer-focused background is preferred.
• Proficiency in Microsoft Office programs, specifically Outlook, Excel, and Word.
• Excellent communication skills for working with customers and for coordinating with production and sales.
• Successful experience in building lasting relationships with customers through a professional, positive demeanor and through proactive interactions.
• Ability to professionally assist customers in managing the details and timing of their project (submitting graphics, proofs, approvals, etc.).
• Extensive experience in using numerous forms of communication to connect with customers in regard to quotes, job details, etc. These include, but are not limited to, email, phone calls and in-person.
• Experience using a manufacturing information system for order entry.

Work Requirements

This position requires the ability to clearly and effectively communicate with customers on the telephone in English.