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CAREERS AT DRUMMOND

Customer Service Representative (CSR)

Client services · Full time · Atlanta, GA

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About the role

Serve as a direct liaison between the sales team, client and print production facilities, ensuring timely and accurate production of the client’s product through positive internal and external coordination through all phases of manufacturing.

Essential duties and responsibilities

  • Receive projects from sales/clients and communicate the necessary details through accurate order processing in a timely and efficient manner, without disruption, from inception through delivery.
  • Provide quality review of your own work to ensure all information is accounted for and accurate before commencement of production.
  • Conduct general proof reviews to ensure that all client and Drummond standards are met.
  • Coordinate all corrections and/or changes that occur during work-in-process through written and/or verbal instructions.
  • Actively collaborate with the Operations Team to ensure seamless execution of customer orders and projects.
  • Provide all necessary support to sales and customers: receive calls, faxes, mail and email; identify and resolve customer problems in a timely manner; provide proof of delivery and order status on request.
  • Manage and develop relationships with assigned accounts to generate additional business and create client loyalty.
  • Work under general supervision, applying diversified procedures and standards. Prepare and submit project invoices.
  • Resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution, expediting correction, and following up to ensure resolution.
  • Perform other related duties and participate in special projects as assigned.

What we are looking for

Requirements

  • Four-year college degree or equivalent experience preferred.
  • Minimum of 2 years or more of experience in printing project management or client support.
  • Ability to multi-task, prioritize and manage time effectively.
  • Manage daily contact with internal and external customers while completing daily work assignments.
  • Effective interpersonal skills and strong written and oral communication skills.
  • Established PC skills with Windows-based applications and previous experience with Microsoft Office.
  • Pace software experience is a plus.

Skills and abilities

  • Language: read and comprehend simple instructions, short correspondence and memos; write simple correspondence; present information effectively one-on-one and in small groups to customers, clients and colleagues.
  • Math: add and subtract two-digit numbers, multiply and divide with 10s and 100s, and apply these to money, weight, volume and distance.
  • Reasoning: apply common sense understanding to carry out detailed but uninvolved written or oral instructions, and deal with problems involving a few concrete variables in standardized situations.
  • Computer: word processing software, internet software, EFG Logic software and Microsoft Outlook.
  • Certificates and licenses: none needed.

Work environment and physical demands

While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts. The noise level in the work environment is usually moderate. The employee is frequently required to stand, walk, reach with hands and arms, and sit, and is frequently required to talk or hear. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision and the ability to adjust focus.

This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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