Job Summary: Provides job estimates, customer service and resolves issues by offering solutions, explanations, options or by arranging for service. Ensures that orders are completed as expected by the customer and within the established time line.

Accountabilities

· Prioritize and ensures that all orders are completed by the date requested by working with the departments and ensuring that adequate inventory is available.

· Timely complete estimates and follows up with the customer or prospect within the established guidelines.

· Inspect proofs and customer files to ensure that the finish product is completed as expected and on time.

· Write up packing slips for all orders before delivery. Invoice orders to include with shipments.

· Inspect and ensures the quality of the order before shipping. Process all shipments by end of the day.

· Ensures full customer satisfaction without unnecessarily referring customer to other staff members. Maintains friendly, helpful demeanor.

· Provides information regarding policies and procedures, terms and programs relating to service area for outside customers.

· Identifies and prioritizes problems and issues related to service area.

· Performs research, offers solutions, options and strategies.

· Works with outside vendors on an as needed basis.

· Refers to appropriate person or department as needed, and/or arranges for service.

· Owns and track problem status until resolution is achieved.

· Uses information systems to input data, maintains databases, performs research for projects or issues, generates reports, etc.

· Attend weekly estimate meeting and provides status updates on estimates, along with the sales rep for estimates that are open.

· During weekly sales meeting is able to provide status of jobs in production for assisting customers.

· Maintains close contact with customer to give updates on progress toward resolution of issue or service request.

· Maintains quality/quantity standards.

· Updates and maintains all necessary records and/or logs.

· Represents department to outside customers in a professional manner.

· Acts as representative for department at internal meetings.

· Train in various departments in order to be a backup. Examples: Digital Press B&W and Color.

· Interprets operating policies and procedures.

· Ensures timely completion of department's work.

· Provides services including processing and delivery of mail and packages, eg. UPS, Federal Express, Airborne, and U.S. Post Office.

· Composes memos and letters based on knowledge of departmental and company policies and procedures.

· Compiles statistical reports and studies as requested.

· Performs other related duties as assigned or requested.

Competencies

1. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

2. Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.

3. Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.

4. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

5. Professionalism - Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Follows through on commitments.

*AlphaGraphics centers (locations) are independently owned and operated. The posted positions are offered by individual franchisees who interview, hire, manage and pay the employees hired for positions in a specific local location (center) through their specific business.