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Client Services Representative
Position Summary:
Reporting to the Vice President Client Services and Marketing, the Client Services Representative ensures that estimates and orders are produced efficiently and to the customer’s specification, always serving the customer first and sales/production staff second. Serves the customer by solving problems, gathering and transmitting information as needed, and working with production staff to deliver a high quality product. Coordinates the majority of communications between the customer and the production facility. Effectively uses established work flows to enter orders into production. Continuously monitors and updates through verbal, written and established methods using our internal MIS system and established Quality System. Implements job specifications, reviews proofs, and documents changes. Notifies customer and sales representative of production schedules and any necessary changes and/or alteration charges.
Position Responsibilities:
Serves as the primary contact concerning information related to orders between our sales team, customers, and production
Takes job specifications from customer or from our sales representatives and logs request for estimate
Prepares and communicates letter of quote to sales representative and customer
Reviews estimate and letter of quote for accuracy, compares with the specifications requested by the customer, and discusses any differences with the customer and sales representative
Initiates job jacket and job ticket going into planning and prepress, using defined process workflow
Accurately documents all notes, special needs and requirements in the appropriate place in the Monarch system
Tracks order through production and communicates status, problems, and changes to production personnel, sales representatives and customers
Updates the system at the end of each workday with Expected Start Date and Promised Date
Maintains current and accurate records on all orders and customers contacts
Checks proofs prior to going to a customer for basic order specification accuracy
Identifies, documents, and arranges customer press check or sales representative press check, if required
Identifies and notifies sales representative, customer, and production of necessary changes and/or alteration charges
Prepares and reviews cost sheets for accuracy and notable variances upon order completion
Compares actual recorded costs with estimated costs, verifies any changes and records of basic material components, and resolves notable inaccuracies prior to preparing a pre-invoice
Prepares pre-invoices for accuracy of invoice and for review and approval by the sales representative and company manager
Communicates professionally, respectfully and responsively to all requests for information
Promptly and proactively shares relevant project information from and to customers, sales representatives and production staff
Identifies opportunities to sell additional services by listening, learning and understanding the customer’s needs
Communicates effectively between customers, sales representatives, and production personnel in all phases of the job, including pre-order entry, while work is in process and post-delivery
Clearly describes order processes and technical details over the phone or in writing to customers, sales representatives and production personnel in an understandable manner
Meets or exceeds quality and on-time delivery goals
Attends and participates in daily production meeting
Follows all standard operating procedures, work instructions, and ISO requirements
Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit
Position Qualifications:
Experience, Licenses, Certifications
Bachelor’s degree along with a minimum of 2 years professional experience serving in a project management role or equivalent training and work experience
Project Management Professional (PMP) certification is highly desirable
Skills, Knowledge and Abilities
Solid leadership and project management skills
Proficiency using the internet, Microsoft programs (Word, Excel, Outlook, PowerPoint), and management information systems (MIS)
Proficiency in the use of office equipment: computer, MIS and various other software packages, 10- key adding machine, printers, copiers, facsimile machine, and telephone system
Extreme attention to detail
Strong listening skills
Effective time management skills
Excellent oral and written communication skills, both direct and diplomatic
Exceptional customer service and interpersonal skills
Effective problem-solving and influencing skills
Strong organizational, self-motivation, and decision-making skills
Ability to manage multiple priorities in a fast-paced environment
Ability to work independently and collaboratively, as needed
Ability to work outside regular business hours to meet business needs
More Information...
Position Summary:
Reporting to the Vice President Client Services and Marketing, the Client Services Representative ensures that estimates and orders are produced efficiently and to the customer’s specification, always serving the customer first and sales/production staff second. Serves the customer by solving problems, gathering and transmitting information as needed, and working with production staff to deliver a high quality product. Coordinates the majority of communications between the customer and the production facility. Effectively uses established work flows to enter orders into production. Continuously monitors and updates through verbal, written and established methods using our internal MIS system and established Quality System. Implements job specifications, reviews proofs, and documents changes. Notifies customer and sales representative of production schedules and any necessary changes and/or alteration charges.
Position Responsibilities:
Serves as the primary contact concerning information related to orders between our sales team, customers, and production
Takes job specifications from customer or from our sales representatives and logs request for estimate
Prepares and communicates letter of quote to sales representative and customer
Reviews estimate and letter of quote for accuracy, compares with the specifications requested by the customer, and discusses any differences with the customer and sales representative
Initiates job jacket and job ticket going into planning and prepress, using defined process workflow
Accurately documents all notes, special needs and requirements in the appropriate place in the Monarch system
Tracks order through production and communicates status, problems, and changes to production personnel, sales representatives and customers
Updates the system at the end of each workday with Expected Start Date and Promised Date
Maintains current and accurate records on all orders and customers contacts
Checks proofs prior to going to a customer for basic order specification accuracy
Identifies, documents, and arranges customer press check or sales representative press check, if required
Identifies and notifies sales representative, customer, and production of necessary changes and/or alteration charges
Prepares and reviews cost sheets for accuracy and notable variances upon order completion
Compares actual recorded costs with estimated costs, verifies any changes and records of basic material components, and resolves notable inaccuracies prior to preparing a pre-invoice
Prepares pre-invoices for accuracy of invoice and for review and approval by the sales representative and company manager
Communicates professionally, respectfully and responsively to all requests for information
Promptly and proactively shares relevant project information from and to customers, sales representatives and production staff
Identifies opportunities to sell additional services by listening, learning and understanding the customer’s needs
Communicates effectively between customers, sales representatives, and production personnel in all phases of the job, including pre-order entry, while work is in process and post-delivery
Clearly describes order processes and technical details over the phone or in writing to customers, sales representatives and production personnel in an understandable manner
Meets or exceeds quality and on-time delivery goals
Attends and participates in daily production meeting
Follows all standard operating procedures, work instructions, and ISO requirements
Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit
Position Qualifications:
Experience, Licenses, Certifications
Bachelor’s degree along with a minimum of 2 years professional experience serving in a project management role or equivalent training and work experience
Project Management Professional (PMP) certification is highly desirable
Skills, Knowledge and Abilities
Solid leadership and project management skills
Proficiency using the internet, Microsoft programs (Word, Excel, Outlook, PowerPoint), and management information systems (MIS)
Proficiency in the use of office equipment: computer, MIS and various other software packages, 10- key adding machine, printers, copiers, facsimile machine, and telephone system
Extreme attention to detail
Strong listening skills
Effective time management skills
Excellent oral and written communication skills, both direct and diplomatic
Exceptional customer service and interpersonal skills
Effective problem-solving and influencing skills
Strong organizational, self-motivation, and decision-making skills
Ability to manage multiple priorities in a fast-paced environment
Ability to work independently and collaboratively, as needed
Ability to work outside regular business hours to meet business needs
More Information...
