Customer Support & Account Manager

SUMMARY

Our client is a leading printing organization located in the Tustin, CA area (close to John Wayne Airport). The have been around over 13 years and during their journey, they have grown tremendously, especially over the past 12 months. In fact, they recently moved from their 16,000 sqft warehouse to a 70,000 sqft location. If you are seeking a solid organization to represent, which is very stable, then look no further.

In this position, the individual will wear 2 hats: Customer Service and Account Manager. They will interact with customers and vendors by telephone or in person to provide information in response to inquiries about products and services, take or enter orders, update or cancel accounts, sales orders purchase orders, or obtain details of discrepancies/complaints and resolve. Ensures that appropriate changes are made to resolve customers' requirements/problems. Keeps a record of customer interactions or transactions, recording details of inquiries complaints, or comments as well as actions taken. Solicit sales of new or additional services or products.

DUTIES & RESPONSIBILITIES

• Discuss goods or services information with customers and vendors and otherwise obtaining information from all relevant sources to complete quotes, purchase orders, sales orders, and billing. Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Monitoring and reviewing information from materials, events, or promotions to detect or assess problems. Choose the best solution and solve problems. Respond to customer problems or complaints.
• Maintain accurate and complete Job Packet details: Vendor bills, Purchase Order (and subsequent purchase orders in numerical order), Sales Order (and subsequent sales orders in numerical order), packing slip(s), Vendor packing slip, Samples, Correspondence with vendor, Correspondence with customer, Artwork, Client Purchase Order and Copies of vendor bills.
• Performing day-to-day administrative tasks such as maintaining information files and processing paperwork using internal computers and computers systems (i.e. QuickBooks and FireSpring) and customer material/order systems (i.e. WRIKE or IRMA) to enter data or process information.
• Coordinate packing or shipping methods with Warehouse. Complete Warehouse Task Request Form to insure items are accurately accounted for.
• Developing constructive and cooperative working relationships with co-workers, customers and vendors and maintaining them over time. Promote products, services or programs.

REQUIREMENTS

• High school diploma or the equivalent (for example, GED)
• Minimum of two years customer service experience. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Experience with production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods helpful but not required.
• Print production experience helpful but not required.

KNOWLEDGE & SKILLS

• Knowledge of principles and processes for providing customer service.
• Service-oriented -- actively looks for ways to help customers and co-workers.
• Must be proficient with Microsoft Word and Excel
• Must be able to problem solve, show high attention to detail and be very self-motivated.
• Proven ability to work under pressure in an extremely fast pace environment.
• Meet aggressive deadlines and make an effective decision.
• Excellent verbal, written and interpersonal skills.