ARC is looking for a Full-time Customer Service Representative to help us continue to provide the best employment experience for employees; and, continued excellent service for our customers. ARC is a leading provider of print and technology solutions to Architects, Engineers and General Contractors. We are seeking a Customer Service Representative to call on the Philadelphia areas largest established accounts.
We are seeking candidates for our vacant Customer Service Representative role. The Customer Service Rep works directly with the Sales and Operations teams by coordinating and processing orders for material or merchandise received by mail, e-mail, fax, telephone, or personally from customer or company employee, according to customers' requirements by performing the following duties:
Greet customers Provide sales support for the assigned accounts
Work closely with ARC teammates to maximize sales opportunities
Sell all of ARC's services within assigned accounts
Develop and maintain strong business relationships with all customers and partners.
Maintain ongoing expertise of all new and existing products, services and solutions.
Process in-person, phone, electronic, and hard copy work orders
Provide information to customers regarding products, processes (software/hardware), and production turnaround times
Attempt to sell add-on or new services/merchandise to existing and previous customers
Inform customer of unit prices, shipping date, anticipated delays, and any other information the customer needs
Enter jobs into computer system/first screen billing
Complete order forms
Examine original hard copy documents for completeness and defects
E-mail or call customer with questions regarding orders, when appropriate
Note problems with orders for Production Manager
Consult with Estimator regarding costs and communicates information to customer. Follow estimating procedures for review/approval in various situations
Route supplies and materials such as artwork, copy, digital files, or prints, to work areas to put job order into production
Examine digital files for completeness and defects
Resolve problems with digital orders or obtains assistance from technical expert
Update customers throughout production to keep them informed of status of job
Refer questions regarding jobs in progress to the appropriate production manager
Monitor progress of job order throughout production, confer with employees at all levels of company
Follow-up on orders to ensure delivery by specified dates and times
Work with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
Participate in ongoing ARC and other training to update technical skills and knowledge
Perform other tasks, duties, or functions as directed
Experience and Qualifications:
Bachelor's degree or equivalent education
2 - 4 years of experience in an administrative/billing role
1 2 years of printing/reprographics experience, preferred
Ability to balance multiple priorities in a fast-paced environment and align operations and sales processes to achieve business results
Ability to effectively present and demonstrate products and services to a wide range of buying influences.
Strong aptitude for presentations, demonstrations, and training
Demonstrated ability to work effectively with a wide variety of people
Acumen to develop and maintain a strong knowledge of existing company technology.
Time management and prioritization
Strong organizational skills and attention to detail, conflict management, and aptitude to leverage various technologies to drive efficiencies.
Ability to effectively use technology to communicate, manage data, record and retrieve customer contacts, and access essential information about our business.
Self-motivated with the ability to work independently, resourcefully with minimal oversight
Demonstrated experience in developing strong working relationships with internal and external customers
American Reprographics Company