CSR - Account Success and Support

We are looking for a customer-focused and organized Account Success & Support Team Member to join our team. In this role, you will play an important part in building strong customer relationships, supporting customer retention, and identifying opportunities for upselling and referrals.

Job Summary

• The Account Success and Support is responsible for providing administrative support for customer retention and increase upsells or referrals by ensuring customer satisfaction. They will respond to customer inquiries, manage customer accounts and resolve issues with the help the collaboration of Account Managers.

Responsibilities

• Acknowledges all customer communications and responds in a timely manner.
• Verifies job specifications and artwork received from customer, relaying this information in a timely and concise manner to the estimating department.
• Gathers all information required to produce the job confirming all specifications match the quote, answering any production related questions internally.
• Creates job tickets and job bag, relaying proofing information both internally and to the customer in a timely manner; work with planning to allocate paper and make the job live.
• Maintains a high level of communication with Account Managers at all times.
• Monitor live jobs through completion updating job information as needed, communicating scheduling updates to the customer and fulfillment teams.
• Maintains a clean, safe and orderly work area while following health and safety guidelines.
• Communicate with customer when the order is ready, send shipping confirmation and BOL to the customer for shipping arrangements.
• Complete all other responsibilities and assignments as required to successfully achieve the goals and objectives of this position.

Additional Skills/Abilities

• Impeccable customer services and communication skills.
• Knowledge of best practices in customer service and retention.
• Proficient with applicable software applications.
• Strong written and verbal communication

Education/Experience

• At least two years of related experience preferred
• Knowledge in Packaging, Printing or related field experience.

Core Values

• Accountable / Versatile / Knowledgeable / Team Oriented / Detail Oriented