Job Details

POSITION: Customer Service Representative

DEPARTMENT: Sales & Customer Service Department

REPORTS TO: Customer Service Manager

SCHEDULE: Monday - Friday 8AM to 5 PM

PAYING: $18/hour

MISSION:

• Serves customers, Sales Department, and Representatives by providing product & service

Information.

MAIN RESPONSIBILITIES AND TASKS (NON-EXHAUSTIVE):

MAIN RESPONSIBILITIES AND TASKS (NON-EXHAUSTIVE):

§ Physically able to lift filling boxes up to 50lbs, across the Sales and Customer Service Department

§ Deal directly with customers either by telephone or electronically

§ Respond promptly to customer inquiries

§ Handle & resolve customer complaints

§ Obtain & evaluate all relevant information to handle inquiries & complaints

§ Direct requests and unresolved issues to the designated resource

§ Communicate & coordinate with internal & external departments

§ Attends production meetings as required

§ Assists the customer with maintaining proper inventory

§ Process releases and production

§ Keep up-to-date manual spreadsheets for programs, volume pricing, and customer inventories

§ Review shipments from the previous day, confirm the accuracy, and confirm with the customer

§ Coordinating with shipping and production to ensure meetings are expected, Have Ready dates & ship dates for products

§ Support graphics by supplying new item write-ups, graphics requests & job checklists

§ Creates & Maintains Part numbers in our ERP system (Sage)

§ Process art billing for new and revised items

§ Review PDFs and forward to the customer or rep for approval

§ Send color targets to the customer for approval

§ Assist Sales Department with all requests (i.e., inventories, sales histories, etc.)

§ Review inventories for slow, aged, and non-moving items

§ Retrieve job pockets for art that's being revised

§ Request samples for customers, sales & reps

§ Keep files up to date and in order

§ Issues RMA's and arranges product pickup

§ Write up credits

§ Review the art billing for the ability to invoice

§ Attends final QA process as needed

§ Ensure pricing is correct and reviewed as needed

§ Cross-check other CSR's Sales Orders and PO's.

§ Scan and send shipments for Customer Service Manager review.

MINOR RESPONSIBILITIES:

§ Participating in the implementation of new policy and procedures

§ Continuing training as the job requires

§ Works with AP to order services or products done outside of Sierra

§ Filling in where needed in the Sales & Customer Service Department

§ Attends meetings when requested

§ Involved in creating and implementing procedures and processes

§ Assist throughout all departments as needed