Customer Service Representative

Job Description

Job Description

Description:

Full Sail Media is seeking an exceptional, talented individual to join operations in our growing company as a Customer Service Representative at our Baltimore location. Full Sail Media seeks driven individuals who share its passion for intuitive and quality print marketing and customer service surpassing that of our competition. This Customer Service Representative position is a unique opportunity for an individual with experience in printing and graphics to work and be involved with the entire design-to-print process, and work with the latest in print technology. You will act as quarterback, working with the Sales team, prepress, press, bindery, and distribution to ensure that the client's project runs smoothly and exceeds expectations. Good communication skills with all levels within the organization are required, and the desire to "go beyond" is necessary!

Full Sail Media is a family owned and operated business that puts community involvement at its forefront. This mindset is expected of any applicant pursuing the opportunities provided by this position. Previous experience as a print Customer Service Representative is preferred, however, training will be provided for the right candidate. Candidates must be highly organized and be able to work efficiently on multiple projects to meet tight deadlines. The position also involves frequent use of technology; training will be provided, but strength with computers and technology are a must.

Customer Service Representative Responsibilities: 

• Receive and process customer phone, online and e-mail orders 
• Quoting of client jobs based on specifications gathered by Sales Representative or online orders as distributed by Director of Business Development
• Receive customer complaints, including research and corrective action plan
• Outbound sales calls to house accounts
• Building strong relationships with our customers, being responsive to customers’ needs, honest communication, interacting with Sales (in a team approach to servicing our customers) and acting as a liaison between customers/sales and manufacturing.
• Represent the customer’s interests by balancing decisions between what the customer needs and what production wants.
• Keep accurate records on all jobs and customer contracts, so both the company and customer are protected should questions arise later.
• Understand entire printing process to be able to convey a sense of expertise in our services to the customer.
• Service the customer by solving problems, gathering and transmitting information as needed and demanding the highest quality product.
• Help develop and maintain customer loyalty by meeting customer needs effectively, efficiently, consistently and in a friendly manner.
• Other duties as assigned

Requirements:

Customer Service Representative Expectations: 

• The first and foremost requirement is Print Industry experience
• A level of strength and comfort with computers and related technology
• A high personal standard of quality
• Excellent "people skills"
• Detail oriented
• Eagerness to work and learn, and comfortably handle a variety of responsibilities as they arise, retaining a smooth and efficient work environment.
• Must have a natural comfort with computers and technology.
• Must thrive in a deadline-driven work environment.
• Excellent communications and time-management skills.