Job Description

ARC Document Solutions, Inc. (www.e-arc.com) is a world-wide public company looking for a Customer Service Representative (CSR) who will coordinate and process orders for print jobs, material or merchandise received by mail, e-mail, fax, telephone, or personally from customers, according to customers' requirements.


Essential Duties and Responsibilities:

• Greet customers
• Process in-person, phone, electronic, and hard copy work orders
• Provide information to customers regarding products, processes (software/hardware), and production turnaround times
• Attempt to sell add-on or new services/merchandise to existing and previous customers
• Inform customer of unit prices, shipping date, anticipated delays, and any other information the customer needs
• Enter jobs into computer system/first screen billing
• Complete order forms
• Examine original hard copy documents for completeness and defects
• E-mail or call customer with questions regarding orders, when appropriate
• Note problems with orders for Production Manager
• Consult with Estimator regarding costs and communicates information to customer. Follow estimating procedures for review/approval in various situations
• Route supplies and materials such as artwork, copy, digital files, or prints, to work areas to put job order into production
• Examine digital files for completeness and defects
• Resolve problems with digital orders or obtains assistance from technical expert
• Update customers throughout production to keep them informed of status of job
• Refer questions regarding jobs in progress to the appropriate production manager
• Monitor progress of job order throughout production, confer with employees at all levels of company
• Follow-up on orders to ensure delivery by specified dates and times
• Work with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
• Participate in ongoing ARC and other training to update technical skills and knowledge
• Perform other tasks, duties, or functions as directed
• Position hours 9:00 AM to 6:00 PM, Monday through Friday

Skills:

• Excellent customer service skills
• The ability to type 30-40 words per minute
• Quality control
• Wrapping and distribution of our products

Required Experience:

• High School
• Experience in a printing environment
• Previous reprographics experience.