Customer Service Representative

American Reprographics Company Philadelphia , PA 19107

Posted 2 months ago

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

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Customer Service Representative

American Reprographics Company