OFFICE / ADMINISTRATION / SALES SUPPORT

Job Description

Job Description

Position

This position serves as the primary front-desk and administrative support role for Signarama. The position combines customer service, office administration, sales support, order coordination, and general operational support.

The goal of the position is to create a professional and responsive experience for customers while keeping the sales and project management teams organized and allowing those team members to spend more of their time selling, managing projects, and completing revenue-producing work.

1. Pay Structure

Base Pay

$21.00 - 25.00 per hour — approximately $43,600 - $52,000 per year based on 40 hours per week and 2,080 hours per year.

Pay is processed on the company’s normal payroll schedule. This position is primarily a support and administrative position and does not include an individual sales commission unless specifically established by management in writing.

2. Primary Areas of Responsibility

Front Desk & Customer Service

·   Answer incoming telephone calls promptly and professionally.

·   Greet customers, vendors, delivery drivers, and visitors.

·   Determine the purpose of incoming customer inquiries and route them to the appropriate team member.

·   Respond to basic customer questions when possible rather than automatically transferring the call.

·   Collect complete customer contact and project information for new inquiries.

·   Monitor general company email inboxes and route or respond to messages as appropriate.

·   Assist walk-in customers with basic product and service questions.

·   Maintain a clean, professional, and organized customer-facing front office.

Office & Administrative Support

·   Assist with filing, document management, scanning, and general office organization.

·   Maintain customer and project records within company systems.

·   Assist with data entry and order-entry functions.

·   Maintain office supplies and coordinate routine office purchasing.

·   Receive and distribute mail and deliveries.

·   Assist with scheduling meetings, appointments, site visits, and installations when requested.

·   Assist with preparing, organizing, and distributing internal paperwork.

·   Help maintain accurate customer contact and account information.

·   Assist management with administrative projects as assigned.

Sales Support

A major purpose of this position is to remove routine administrative work from salespeople and project managers so they can focus on customers and revenue-producing activities.

·   Enter new leads into the company CRM or order-management system.

·   Make sure incoming leads contain complete contact and project information.

·   Assign or route leads to the appropriate salesperson or project manager.

·   Assist with preparing estimates and proposals using information provided by the salesperson or project manager.

·   Send estimates, proofs, forms, and other customer documents when directed.

·   Follow up on outstanding estimates when assigned.

·   Assist with scheduling customer appointments and site surveys.

·   Maintain sales follow-up lists.

·   Assist with customer database maintenance and organization.

·   Assist with collecting deposits, payments, and required customer documentation.

·   Provide administrative support for company marketing and outbound sales efforts.

·   Assist with existing customer reactivation and follow-up campaigns.

·   Help identify opportunities from incoming calls that should be escalated to a salesperson.

·   Permit procurement and management: Coordinate sign-permit applications, gather required project documentation, submit permit packages to the appropriate jurisdiction, track permit status, respond to routine requests for additional information, coordinate required payments, and maintain permit records through approval and project closeout.

·   Certificate of Insurance (COI) management: Coordinate customer and project-specific COI requests, obtain required insurance requirements from customers or contractors, submit requests to the company’s insurance representatives, track outstanding certificates and endorsements, distribute completed COIs to the requesting party, and maintain organized records of current insurance documentation.

The position should support the sales process without becoming the primary project manager for customer projects.

3. Project & Order Support

The position may assist project managers and sales representatives with administrative portions of active jobs, including:

·   Creating and updating customer records.

·   Entering orders.

·   Uploading customer artwork and project documents.

·   Confirming that required information has been received.

·   Organizing purchase orders and customer approvals.

·   Scheduling internal follow-up reminders.

·   Communicating routine project status information when appropriate.

·   Assisting with proof approvals.

·   Assisting with deposit and final-payment collection.

·   Closing out completed project paperwork.

·   Helping maintain accurate project statuses within company systems.

Technical decisions, pricing decisions, project scope decisions, production decisions, and significant customer issues should be handled by the appropriate salesperson, project manager, production manager, or management team member.

4. Accounts Receivable & Basic Accounting Support

As assigned, the position may assist with routine administrative accounting functions, including:

·   Sending invoices and statements.

·   Collecting customer deposits and payments.

·   Following up on routine outstanding balances.

·   Providing customers with copies of invoices or receipts.

·   Maintaining customer billing information.

·   Routing vendor invoices and accounting documents appropriately.

·   Assisting management or bookkeeping personnel with record organization.

The position is not responsible for making independent accounting, credit, or financial-policy decisions unless specifically authorized by management.

5. Performance Expectations

Success in this position will be measured primarily by responsiveness, accuracy, organization, professionalism, and the amount of administrative workload removed from sales and project-management personnel.

·   Incoming calls are answered promptly and professionally.

·   Customer inquiries are acknowledged and routed quickly.

·   Messages contain complete and accurate information.

·   Leads are entered and assigned without unnecessary delay.

·   Customer and project records are kept current.

·   Administrative tasks are completed accurately and on time.

·   Follow-up commitments are documented and completed.

·   Customers receive a consistent and professional experience.

·   The front office remains organized and presentable.

·   Salespeople and project managers are able to delegate appropriate administrative tasks with confidence that they will be completed.

·   Confidential customer, employee, and company information is handled appropriately.

This role requires the ability to prioritize multiple requests and determine which issues require immediate attention.

6. Customer Service Standard

Every customer interaction should reinforce the company’s commitment to Responsiveness, Communication, Professionalism, and Follow-Through.

The front desk is often the customer’s first interaction with the company. The person in this role is expected to take ownership of that initial experience.

Whenever possible, the objective should be to move the customer toward the next step rather than simply taking a message.

·   Gathering the information necessary for an estimate.

·   Scheduling an appointment.

·   Connecting the customer with the correct salesperson.

·   Requesting artwork or project information.

·   Collecting a deposit.

·   Providing basic project-status information.

·   Establishing a clear expectation for when the customer will hear back.

7. Role Boundaries

This position is intended to support multiple departments and should not gradually become solely dedicated to one salesperson or one project manager.

Management will determine priorities when competing requests occur.

The employee should not independently:

·   Commit the company to pricing that has not been approved.

·   Change quoted pricing or discounts.

·   Promise production or installation dates that have not been confirmed.

·   Approve significant customer credits or refunds.

·   Commit the company to unusual contract terms.

·   Make technical production or installation decisions outside the employee’s training and authority.

Questions outside the employee’s authority should be escalated to the appropriate manager.

8. Additional Terms

Work Schedule

This is intended to be a full-time position, generally based on a 40-hour workweek, with the specific daily schedule established by management. Because this is the primary front-desk position, punctuality and reliable attendance are essential.

Overtime

Any overtime must be approved in advance by management and will be paid in accordance with applicable California wage-and-hour requirements.

At-Will Employment

Employment is at-will. Either the employee or Germaricorp, Inc. may terminate the employment relationship at any time, with or without cause or advance notice, subject to applicable law. The company may prospectively revise this position, its responsibilities, compensation, or organizational structure as business needs change.

9. Benefits

·   Health Insurance: Company contribution equal to 50% of the Kaiser Bronze Plan.

·   Paid Time Off: 80 hours per year during the first two years of employment.

·   Holidays: Company closed for major holidays.

Benefits are governed by the applicable company policies and benefit-plan documents and may be modified prospectively by the company.

10. Position Objective

Keep the front office organized, provide customers with fast and professional service, and remove administrative work from salespeople and project managers so they can spend more time selling and managing customer projects.

The success of the position should ultimately be visible in:

·   Faster customer response times.

·   Better lead tracking.

·   Fewer missed follow-ups.

·   More accurate customer and project information.

·   Faster administrative processing.

·   Improved collections and paperwork completion.

·   Better customer service.

·   More selling time for the sales team.

·   More project-management capacity for the project-management team.

Signarama Santa Rosa is your full service sign center. We use the latest technology and highest quality products to produce custom signs for your business. We can make the perfect signs to advertise your products or to inform your customers, while keeping the image of your company in mind.

Signarama Santa Rosa can custom make any type of sign for your business including: ad specialty items, banners, box signs, channel letters, custom graphics, custom logos, digital graphics, signs, directory signs, individual letters and more!

Company Description

Signarama Santa Rosa is your full service sign center. We use the latest technology and highest quality products to produce custom signs for your business. We can make the perfect signs to advertise your products or to inform your customers, while keeping the image of your company in mind.\r\n\r\nSignarama Santa Rosa can custom make any type of sign for your business including: ad specialty items, banners, box signs, channel letters, custom graphics, custom logos, digital graphics, signs, directory signs, individual letters and more!