Client Satisfaction Representative

Department: Production Administration
Reports to: Client Satisfaction Lead

Qualifications/Requirements:

Fort Orange Press is seeking experienced Client Satisfaction Representatives (CSR) with strong organization, time management, exceptional communication and computer skills to maintain client relationships and manage client projects. CSR is the direct contact between clients and all internal departments of the company and requires individuals who can multitask, work well under tight deadlines and remain positive as they troubleshoot issues and problem solve in a very fast-paced environment. To succeed in this position candidates should be energetic, smart, quick thinking, conscientious, and able to put client service first. Previous experience in a client support role is required.

Duties/Responsibilities:

• Provide outstanding client service to maintain (and grow) client relationships
• Manage client projects from intake to billing using direct communication with client and as liaison with all the internal (and external) departments of the company
• Communicate with client via phone and email to ascertain project requirements, gather information, and assure a full understanding of project need
• Understand all printing and mailing terms, processes, and specifications (training will be provided)
• Be confident in directing and guiding the client through options and questions they may have through the entire process
• Capture all client needs via ePace MIS system (training will be provided) and create accurate and thorough job tickets for all departments to follow
• Work with all stakeholders including sales, estimating, scheduling, procurement, suppliers, production, printing, mailing, and shipping departments as needed to provide a positive solution
• Troubleshoot issues that arise and communicate successfully between client and internal (and external) departments to keep projects moving – on time and budget
• Additional duties as assigned

Job Type:

• Full-time

Benefits:

• Full major Medical, Prescription, Vision and Dental Insurance
• Life insurance
• 401(k) retirement with matching plan
• Vacation, paid time off and paid sick time
• Job training and opportunity for advancement