Client Service Representative I

Client Service Representative I

The Client Service Representative will ensure client orders and requests are handled in a satisfactory manner according to client specifications. Will interact daily with clients via phone and email to review new orders, existing orders, order changes, and overall order specs. May also participate in face-to-face client meetings to review orders and client needs related to Valid's products and services.

Duties & Essential Job Functions:

• Process incoming sales orders including order confirmation or follow-up when additional information is needed.
• Follow departmental procedures and protocols for interpreting client needs by transforming client requests into company production orders.
• Enter information into corporate data system using automated tools for accurate and efficient processing.
• Process internal orders for testing, R&D, or sample production.
• Use departmental procedures and system tools to notify/request material procurement, scheduling, design/data services, printing, production, shipping, billing, etc.
• Work with multiple internal departments including Sales professionals, Accounting, Operations, and Production teams to ensure that corporate and business protocols are followed and met.
• Attend daily meetings with coordinating departments as instructed, providing client, order, or other department input.
• Follow written Standard Operating Procedures (SOP's), documented training guidelines, or workflows during daily business functions and processes.
• Review system entries to meet quality input standards with attention to detail.
• Self-review work product against written SOPs.
• Track progress of client orders within the plant and communicate with account teams regarding any production questions, changes, or delays.
• Submit changes to Prepress or Production Department if client requests changes to their ordered product (proofs) during the order or fulfillment process.
• Enter data from packing slips or other lists into corporate data system when requested.
• Print reports from corporate data system and distribute per department procedures and protocols.
• File business documents per department procedures, protocols, and/or general business practices.
• Provide general office assistance for paper handling, online documentation storage, scanning, labeling, and/or management assistance.
• Participate in client conference calls and prepare client report updates, as requested.
• Coordinate or request shipping services from the Shipping Department.
• Provide follow-up to gain tracking information for client records and/or billing.
• Work with the Quality team to ensure timely responses to client complaints and appropriate resolution.
• Send communication back to client about the resolution.
• Provide necessary back-up support during heavy work periods or absence of co-workers.
• Interface with clients on their visits to the facility (e.g., press checks, tours, etc.)
• Coordinate client visits with security.
• Provide office reception back-up upon request.
• Perform related job duties as assigned and required.

Other Functions and Responsibilities:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with applicable Federal and State laws. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Required Qualifications:

• High School diploma required; college coursework preferred.
• Client service and office support experience.
• MS-Office experience including Outlook, Word and Excel.
• MS-Windows experience including file navigation, document handling, and network printing.
• Experienced use of equipment such as copier, scanner, and printer.
• Strong attendance record or ability to work consistent schedule with prescribed breaks.
• Strong communication skills including writing (email), phone and in-person.
• Proactive approach to problem-solving and meeting client expectations.
• Dedication to responding to internal and external client inquiries resulting in strong response rates, while demonstrating courtesy and helpfulness.
• Strong attention to detail.
• Strong organization skills to balance in-process orders with incoming requests to meet desired response times.
• Ability to work with minimal amount of supervision.

Preferred Qualifications:

• Associate's or Bachelor's degree.
• Experience in the plastic card industry.
• Manufacturing and/or printing industry experience.
• Experience using an order entry system to enter client orders.

Physical Requirements/Work Environment:

• Requires visual acuity to operate a computer for up to 8 hours a day.
• Requires sitting at a desk for up to 8 hours a day.
• Requires speaking on the telephone and listening to people talk on the phone.
• May have to occasionally lift boxes of office supplies or FedEx/UPS delivery boxes.

The pay range for this position is $45,000-$50,000 and is eligible for an annual bonus. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.