SUMMARY

Handles incoming graphic product calls, processes orders, sample requests, and updates database with customer information. Encourages customers and prospects to buy or try additional products.

PRIMARY DUTIES AND RESPONSIBILITIES

• Works under the direct supervision of Customer Service Manager.
• Responds to customer needs quickly in a friendly, positive way.
• Speaks with customers over the phone receiving and processing orders and sample requests accurately on the day they are taken.
• Checks the website for inquiries and orders at least four times per day, then processes them.
• Estimates date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
• Encourages customers to buy or try new, enhanced or additional services and mention monthly specials with every call.
• Runs weekly compliment, complaint, suggestion and back-order reports for management.
• Call customers to inform them of ship dates when back orders occur.
• Tracks and records Graphic Products dollars and orders daily.
• Updates call log manager in the ERP system.
• Updates addresses, fax numbers, e-mail addresses, website addresses, general comments, and competitor information.
• Assists and participates in training sessions.
• Process international orders and complete paperwork when necessary.
• Conveys market information and new ideas to the Marketing Manager and management.
• Communicate and work with Graphic Shipping.
• Check and respond to e-mail and voice mail at least every hour.
• Work with Graphic Shipping to assure accurate inventory levels.
• Maintain part master and price files for Graphic Products.
• Write up quotes which are passed to estimating, call information back to customer, enter into the ERP system.
• Have an understanding of Kapco’s capabilities.
• Work with accounting and billing to handle customers’ needs.
• Maintain a positive attitude.
• Assists Graphic Products representatives with their account information and communicates information regarding these accounts.
• Complete and submit government bids.

OTHER DUTIES

• Serve as a counter, checker or data entry person for the quarterly physical inventory.
• Provide backup to Library Products customer service as needed.
• May be required to work the main switchboard at times.
• Serve as an order checker.
• Other duties as assigned.

JOB REQUIREMENTS

• High school diploma or GED equivalent
• College degree preferred
• Specialized course work in general office practices such as business, communications or public relations.
• Any equivalent combination of related education and experience.
• Working knowledge of customer service and sales principles and practices.
• Skill in operation of Computer; Windows based PC, printers; copy machine; telephone headset; calculator; fax machine.
• Ability to communicate effectively verbally to internal and external customers; ability to listen; ability to handle stressful situations and deal successfully with difficult customers; ability to work independently and cooperatively; ability to take direction; ability to pay close attention to detail.

We offer comprehensive compensation that includes health, life, long term disability, 401K and vacation.