Journal Graphics
CUSTOMER SERVICE REPRESENTATIVE
role at
Journal Graphics
POSITION SUMMARY This position is responsible for establishing a working relationship with customers by communicating via telephone, email, or interacting personally with them. Responsible for entering orders along with receiving, investigating, and responding to all customer inquiries regarding job quality, status, and concerns. This role also coordinates with multiple internal stakeholders to ensure all jobs are accurate and ready for production.
ESSENTIAL FUNCTIONS
Supporting Sales, Production and Shipping operations
Maintain an overview of all jobs assigned
Generate job tickets using Monarch software
Manage the E2E (End to End) job process: Planning > Scheduling > Pre-press > Printing > Bindery > Packing > Shipping > Mailing (if required)
Responsible for completing initial job information in Monarch before job enters production (schedule dates, buyouts, versioning with counts, and distribution information)
Track jobs through production:
Check proofs before they go to the customer
Coordinate with production managers to promote quality control as job moves through the E2E process
Be aware of supplied inserts, cover wraps, and value-added services included in the finished product
Plan for correction cycles, press checks and any other circumstances that could impact production
Make schedule changes and production updates as received from the customer in Monarch
Ensure outbound flow is aligned with customers request while meeting Journal Graphics financial needs
Partner cross-functionally with Sales to complete the E2E process. (order entry > delivery)
Remain aware of status of jobs entering production each day and provide the information (upon request) to the Customer Service Manager
Understand production specifications, anticipate, and address issues as needed
Communicate job status with account executive and customers
Collaborate with teammates to manage jobs and ensure adequate coverage when team member is out of office
REASONABLE ACCOMMODATIONS STATEMENT To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
POSITION QUALIFICATIONS COMPETENCIES
Excellent interpersonal skills on the phone and in person
Exceptional communication skills
Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
Ability to think strategically i.e. (problem solve, analyze, and innovate)
Self-starter who can work independently with minimal direction
Ability to work in a fast-paced environment with changing priorities
EDUCATION High School Diploma or equivalent
EXPERIENCE
Minimum of 2 years Customer Service experience
COMPUTER SKILLS
Proficient in Microsoft Office suite. Monarch experience is a plus.
PHYSICAL REQUIREMENTS
Must be able to use computer keyboard and view a computer monitor frequently
SCHEDULE Monday - Friday, 8:00 AM - 5:00 PM
SENIORITY LEVEL Entry level
EMPLOYMENT TYPE Full-time
JOB FUNCTION Other
INDUSTRIES Printing Services
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role at
Journal Graphics
POSITION SUMMARY This position is responsible for establishing a working relationship with customers by communicating via telephone, email, or interacting personally with them. Responsible for entering orders along with receiving, investigating, and responding to all customer inquiries regarding job quality, status, and concerns. This role also coordinates with multiple internal stakeholders to ensure all jobs are accurate and ready for production.
ESSENTIAL FUNCTIONS
Supporting Sales, Production and Shipping operations
Maintain an overview of all jobs assigned
Generate job tickets using Monarch software
Manage the E2E (End to End) job process: Planning > Scheduling > Pre-press > Printing > Bindery > Packing > Shipping > Mailing (if required)
Responsible for completing initial job information in Monarch before job enters production (schedule dates, buyouts, versioning with counts, and distribution information)
Track jobs through production:
Check proofs before they go to the customer
Coordinate with production managers to promote quality control as job moves through the E2E process
Be aware of supplied inserts, cover wraps, and value-added services included in the finished product
Plan for correction cycles, press checks and any other circumstances that could impact production
Make schedule changes and production updates as received from the customer in Monarch
Ensure outbound flow is aligned with customers request while meeting Journal Graphics financial needs
Partner cross-functionally with Sales to complete the E2E process. (order entry > delivery)
Remain aware of status of jobs entering production each day and provide the information (upon request) to the Customer Service Manager
Understand production specifications, anticipate, and address issues as needed
Communicate job status with account executive and customers
Collaborate with teammates to manage jobs and ensure adequate coverage when team member is out of office
REASONABLE ACCOMMODATIONS STATEMENT To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
POSITION QUALIFICATIONS COMPETENCIES
Excellent interpersonal skills on the phone and in person
Exceptional communication skills
Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
Ability to think strategically i.e. (problem solve, analyze, and innovate)
Self-starter who can work independently with minimal direction
Ability to work in a fast-paced environment with changing priorities
EDUCATION High School Diploma or equivalent
EXPERIENCE
Minimum of 2 years Customer Service experience
COMPUTER SKILLS
Proficient in Microsoft Office suite. Monarch experience is a plus.
PHYSICAL REQUIREMENTS
Must be able to use computer keyboard and view a computer monitor frequently
SCHEDULE Monday - Friday, 8:00 AM - 5:00 PM
SENIORITY LEVEL Entry level
EMPLOYMENT TYPE Full-time
JOB FUNCTION Other
INDUSTRIES Printing Services
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