Customer Service Rep III

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and at least 5 years of experience in the field or in a related area.

Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.

Performs a variety of complicated tasks.

Typically reports to a supervisor or manager. A wide degree of creativity and latitude is expected.
(Increase Customer Satisfaction.

Take, enter, process and/or expedite orders.

Provide price estimates and quotes. Handle service problems and questions.

Train customers on products. Provide service feedback to management)

Responsibilities

• Communicates with customers in person and over the phone.
• Answers the phone. “Graphik, this is (your name),” or other variations like, “Thank you for calling Graphik, this is (your name).” The important point is to state both your name and the name of the company.
• Accurately processes callers through the phone system. Transferring calls, parking calls on the answering service and paging.
• Identifies the customer and his/her project through a few questions:
  • What project are you working on today?
  • Do you have an account with us?
• Depending on the answers, proceed as follows:
  • If they have an account and an assigned rep see if the rep is available to assist. If not, get all information about their job
  • If the project is complex, i.e. an EDDM job, Book job, promo or just a large job, then pass to either an ISR, an OSR or the owner.
  • If the project is simple and can be done while they wait, then proceed.
  • If the project is simple but will take some time then follow the rule: In by noon, done EOD. In after noon, then done next day.
• Quotes turnaround from the “standard turnaround chart”
• Accurately enters correctly priced estimates and orders in POS System
• Follows up on estimates, asks for orders
• Enters orders in POS system
• Handles cash, check, or credit card transactions and deposits at front counter
• Verifies order accuracy and pricing
• Notifies customers when order is completed
• Handles customer complaints, forwards to management when appropriate
• Maintains front counter cleanliness, preparedness checklist
• Maintains front counter filing systems
• Logs new customer contacts for future follow up
• Maintains customer artwork files
• Takes complete messages for team members
• Refers customers to inside sales rep when appropriate
• Trains to become competent back-up during holidays and illnesses
• Develops customer’s trust by taking interest in the success and timely completion of
• their projects
• Trains to become a Certified Print Specialist
• Completes Digital Certification
• Pass on information about customers with future potential to the sales representative

Qualifications

• Strong technology skill with Microsoft Office and have worked with an MIS system
• A friendly and outgoing personality
• Experience in the printing industry an advantage
• Enjoys fast-paced working environment – ability to “multi-task”
• Has good math skills
• Has basic computer experience; ability to learn Point of Sales (POS) software for
• entering orders, estimates, and front counter transactions
• Demonstrates and utilizes courteous

Status - Full Time

• Shift 8:30am to 5:30pm
• Pay - $13-18 per hour
• No remote work available

About Speedy CPS

Speedy CPS is a brand fulfillment company helping customers with creative services, custom ordering portals, ecommerce, branding, kitting and shipping. We brand everything from printed products, signs, promo, swag - if a logo goes on it we produce it. Speedy CPS has 13 locations in Idaho, Utah, Wyoming and Montana. 11 locations are AlphaGraphic locations, one is a signs and graphic business called Graphik, in Lindon Utah and a Speedy CPS retail location in Rigby, Idaho.

Benefits:

• Health Insurance
• Dental and Vision Insurance
• Retirement account matching
• Employee discount
• Paid time off
• Holiday Schedule including your Birthday