Best of the Best Workplaces in America!
Suttle-Straus is looking for a Customer Service Representative to join our award winning team! Winner of the Printing Industries of America’s Best Workplace award for 19 consecutive years, including the “Best of the Best” award every year since 2010, we offer a collaborative work environment, great benefits and fantastic co-workers. The initial focus of this role will be on supporting print and direct mail projects. The ideal candidate is a skilled problem solver with a continuous improvement mindset, a strong commitment to internal and external customer satisfaction, and experience in the printing and/or mailing industry. Check out our website (www.suttle-straus.com) and Facebook page to learn more about us!
Suttle-Straus is a premier provider of printing, digital production, wide format, mailing, custom kitting, warehousing, and distribution services. Our success is founded on three core principles: A clear focus on meeting and exceeding customer expectations; a long history of implementing new technologies to increase quality and efficiency; and the importance of building an outstanding workforce. We offer a competitive benefits package with immediate eligibility for health, dental, vision and life insurance, and eligibility after 30 days for a company matched 401(k) plan. Paid time off accrues monthly from date of hire.
The primary function of the Customer Service Representative (CSR) is to serve as the liaison between the client, sales representative, and internal manufacturing and operations personnel. The CSR interprets client requirements, analyzes alternatives, and converts client needs into meaningful specifications used by internal manufacturing and operations personnel to produce the requested product or service. The CSR ensures that complete, accurate, and timely information is provided to all departments in the value stream. Further, the CSR serves as a client advocate, represents the voice of the client, and provides information related to current, past and future services offered by Suttle-Straus.
Key Results Areas (KRAs):
1. Accurate Client Specifications
-Consult with clients on requests, analyze various alternatives, and advise clients on the most effective solution to meet their needs
-Capture accurate and complete client specifications
-Document, maintain, and adhere to client-specific standards
-Provide accurate information to the value stream
2. On-Time Delivery
-Set and manage client expectations for delivery
-Manage activities from order entry to submission into production
-Monitor production activities through shipping and receipt by the client
-Proactively communicate job updates and potential schedule impacts to clients
-Collaborate with internal team members to resolve issues impacting job delivery
3. Accurate Inventory Management
-Monitor inventory levels and initiate replenishment activities
-Manage inactive inventory items
-Provide inventory reporting for clients
4. Timely Pre-Billing
-Complete pre-billing activities
-Resolve job cost issues
-Resolve aging open orders
Other Job Responsibilities:
-Actively engage in continuous improvement initiatives and activities
-Create, implement, maintain, and adhere to standard work and quality control standards
-Share knowledge and skills with other team members
-Serve as the client advocate for client-impacting incidents
-Perform problem analysis, identify root cause, collaborate on potential solutions, and assist with implementation of corrective/preventative action plans
-Build, test, enable, and maintain products available on print-client storefront solutions
-Participate in end user acceptance testing for storefront system releases and/or enhancements impacting print clients
Education and Experience:
-Minimum 3 years of customer service experience (commercial print industry preferred)
-Creative problem solving skills required to regularly analyze client needs, understand commercial printing capabilities, evaluate company capabilities and limitations, and select the most appropriate approach
-Excellent interpersonal skills
-Excellent verbal and written communication skills
-Strong attention to detail
-Strong computer literacy (experience supporting storefront solutions preferred)
-Ability to multi-task
-Ability to negotiate conflict
-High school degree or equivalent professional experience required. Bachelor’s degree preferred
Suttle-Straus is an equal employment opportunity employer.
To apply for this job please visit www.suttle-straus.com.