Customer Service Representative

Job Description

Job Description

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company of 5,000 people that is the largest marketing, data, and fundraising company in North America serving the nonprofit industry with clients across education, association, political, and commercial sectors.

We're currently seeking a dependable and customer-focused Customer Service Representative to join our team on a full-time basis. This role is responsible for providing exceptional customer support, ensuring accurate documentation, and assisting with daily office operations.

Responsibilities:

• Working with a team of CSRs and other departments to find appropriate solutions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Provides seamless full-service production coordination, from beginning to end, as the primary internal point of contact for the customer, sales, production, and administration. Customer Service is ultimately responsible for achieving this goal regardless of the level of support provided by sales and/or production.
• In conjunction with the sales representative obtains job information from customer that is complete, concise, current, and in writing. When instructions are required in addition to the estimate and are not provided by the customer a brief written confirmation of instructions is provided to the customer for confirmation.
• Works in collaboration with Prepress and Data Processing departments to review proofs as needed. (New or complex work, changes).
• Develops key relationships with internal resources to assist with problems.

Duties/Responsibilities:

• Uses CRM continuously to monitor and update customer needs and expectations.
• Notifies everyone with the "need to know" (Sales Representative, Customer, Production, etc.) if there are changes, if schedules are off, or if customer expectations can't be met.
• Escalates to Supervisor or Production Manager, when necessary if schedule changes or problems occur.
• Reviews reports, QA Letters, M/P, and inventory.
• Reviews QC checklists and Customer SOP.
• Enters, on an ongoing basis, any relevant account information into CRM to ensure that customer wants, needs, and expectations are consistently realized.
• Writing SOPs for accounts as needed.
• Uses CRM continuously to monitor customer needs and expectations.
• Minimal travel anticipated; may consist of auto and air travel.

Required Skills/Abilities:

• Sets business and personal goals and develops clearly written action plans.
• Excellent time management and organizational skills.
• Knowledgeable of Print Stream, CRM, and SOPs.
• Microsoft Office Suite, Work Queue, and Trello (Tech-Savvy).
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.

Education and Experience:

• High School Diplomat with 3 -5 years of Printing and/or direct mail production experience is preferred.
• College Degree.

Benefits:

• 401(k) matching
• Dental Insurance
• Health insurance
• Paid time off.
• Vision insurance

Location: Frederick, MD (100% Onsite Work)

Moore Company participates is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Moore Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Moore Company participates in the E-Verify program. Must be authorized to work in the United States and successfully pass a comprehensive criminal background investigation.