Office Administrator / Customer Service Representative

Job Description

Job Description

Benefits:

• Competitive salary
• Opportunity for advancement
• Training & development

BENEFITS/PERKS:

• Competitive Compensation 
• Career path development 

COMPANY OVERVIEW:
As an established leader in the Printing, Design, and Shipping industries our mission is to partner with small businesses and consumers and provide them with high-quality solutions that make life easier.

Our tight-knit team in AlphaGraphics - US605 is actively seeking an Office Administrator / Customer Service Representative to join us full time. The Office Administrator / Customer Service Representative is primarily responsible for establishing and maintaining positive relationships with our customers by ensuring their requirements and needs are met. 

More than anything, we’re looking for highly-collaborative and dependable teammates that are driven by the opportunity to contribute to the success of a local business. We are a small, passionate, and fast-paced team that is fully invested in the success of our company, and we value contributions from each team member.

The Office Administrator / Customer Service Representative is the front line of communication for the Business Center and must build rapport with walk-in, phone, and Internet referred customers; therefore, he or she should have a professional appearance and genuine concern for customers.

While this role is not specifically a design or production role, you will need to be able to conceptualize and communicate optimal design options as well as operate some production equipment at times. Experience with design and/or production at a print or sign shop is preferred.

Your primary duties will include generating customer orders/invoices, answering customer phone calls/emails, working with vendors/suppliers to complete projects, ordering products/supplies, soliciting new business, estimating projects and supporting team members.

WHAT WE EXPECT OF YOU:

Specific responsibilities include:

• 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?
• Quotes turnaround from the “standard turnaround chart”.
• Follows up on estimates and orders.
• Handles cash, check, or credit card transactions and deposits at front counter.
• 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.
• Interact with clients in person, over the phone, via email, messaging, etc.
• Understand AlphaGraphics’ products, services, capabilities, & pricing.
• Understand Competitor's products, services, capabilities, & pricing.

WHAT YOU BRING TO THE TABLE:

• Experience conducting customer needs assessments, meeting quality standards for service, and evaluating customer satisfaction.
• Ability to effectively build relationships with customers and teammates.
• Strong written and verbal communication skills.
• Desire to continuously look for ways to help people.
• Critical thinking skills to identify the strengths and weaknesses of alternative solutions or approaches to a problem.