JOB PURPOSE:
The Customer Service Representative (CSR) provides various copy and printing functions, including the sale of black and white copies, color copies, faxing, lamination, graphic arts printing, large format printing, etc. to customers. The role of the CSR is to deliver exceptional, quality services to customers while increasing sales, expanding customer base and increasing product and capability knowledge.
This position provides education and assistance to customers and is able to make recommendations on other services to enhance printing, mailing and signage needs. The CSR is responsible for operating the Point of Sales (POS) system including the cash register, credit card terminal system, and the Contract Postal Unit (CARS System), if applicable.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Functions:
• Greets and assists customers in a, courteous manner.
• Maintains a welcoming environment and image by dressing professionally, ensuring lobby and work areas are organized and neat, and free from safety hazards.
• Manages incoming calls, direct customers appropriately.
• Generates sales leads and refers accounts to owners for sales representative assignment.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Provides accurate, valid and complete information by using the appropriate methods, resources, software, etc.
• Recommends additional value-added services and/or provides detailed information of services available.
• Ensures follow up occurs on all estimates, including notifying customers when order is completed, and provides accurate turnaround times.
• Accurately enters correctly priced estimates and orders in the POS System; manages all customer orders by accurately entering in POS system, handling cash, check, or credit card transactions and deposits.
• Handles customer complaints; forwards to management when appropriate.
• Reviews incoming job specifications for accuracy and completeness.
• Ensures materials, product and stock is available to complete jobs timely.
• Schedules work based on quoted turnaround times and adjusts priority when volume requires it.
• Participates in daily production meetings.
• Assists production with basic jobs and tasks.
• Communicates with vendors and inside sales representatives to ensure timely delivery.
• Maintains inventory levels of house stocks and orders specialty material as required.
• Communicates with shipping/delivery in advance of deadlines.
• Ensures the facility is clean with daily vacuuming, sweeping, dusting, empty trash containers, etc. Maintain cleaning equipment and inventory of supplies.
• If applicable, assists all postal customers with mailing needs and processes all transactions according to U S Postal Service regulations.
Minimum Education and Experience Required:
• High school diploma or G. E. D.;
• Minimum three (3) years’ retail experience, in a printing or similar environment;
• Minimum two (2) years’ computer experience, specifically in database entry and analytics;
• Minimum two (2) years’ cashier experience;
• Knowledge of basic math and measurements.
Additional Knowledge and Experience Required:
• Must be knowledgeable in common printing areas, such as digital, design, etc.
• Working knowledge of popular file management systems;
• Extensive experience on the Internet including World Wide Web and e-mail;
• Excellent verbal and written communication skills;
• Ability to work in a high-production, fast-paced environment;
• Ability to work flexible hours and overtime;
• Ability and willingness to learn new software and hardware technologies.
If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.
Training, Licenses, Certifications, and Registrations:
• Must have valid AZ Drivers License to travel to various locations, as needed;
• Complete Inbound Sales Training within 10 days of employment;
• Complete US Postal Service Training within 2 weeks of employment, if applicable,
• Complete agLearn Core Training Program within 60 days of employment;
• Complete PrintSmith Vision Fast Track Training program within 60 days of employment;
• Complete Digital Certification within 60 days of employment.
Supervisory Duties:
• None
Workforce Environment/Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
0Balancing
0Crouching
1Hearing
1Seeing
1Sitting
1Carrying
0Feeling
0Kneeling
1Close
1Standing
0Climbing
1Grasping
1Lifting
0Far
1Talking
0Crawling
1Pulling
0Depth
1Walking
Exposures:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
0Airborne Particles
0Fumes
0Muscular Strain
0Temperature
0Caustics
0High Places
0Noise
0Toxicants
1Chemicals
0Moving Parts
0Odors
0Vibration
0Electrical Current
1Vision Strain
0Weather
Okay To Print, LLC, dba AlphaGraphics Commercial Printing Services is an Equal Opportunity/Affirmative Action Employer