Customer Administrator

Orphans Publishing; Leominster; On-site; GBP 26,000 - 30,000; Full time

Job summary

Orphans Publishing is seeking a dedicated Customer Service Representative to join our team in Leominster. The role involves managing client enquiries, utilizing our Management Information System, and ensuring timely delivery of jobs. Ideal candidates will have experience in customer-facing roles with strong organizational skills.

This position offers on-the-job training to deepen knowledge about print materials and sustainability. A full UK driving license is preferred, and salary ranges from £26,000 to £30,000 depending on experience.

Qualifications

• Proven experience in a similar customer-facing role.
• Ability to read and interpret specifications.
• Experience with estimating and job costing is desirable.

Responsibilities

• Manage incoming client enquiries and accurately interpret requirements.
• Liaise with estimators to provide estimates and create quotations.
• Maintain accurate job records and ensure projects meet quality standards.

Skills

Customer service experience

Experience with Management Information Systems (MIS)

Organizational skills

Attention to detail

Communication skills

Ability to manage multiple projects

Job description

This is an important position here at Orphans. It is multi-faceted, so ideal for someone who enjoys the buzz of a busy print business. We do more than meets the eye, with litho and digital printing, full in‑house finishing, and design and pre‑press services. Our customers need their printing produced well and in a timely manner; they also want us to help with more creative ideas, and they know we have the expertise to match.

You will be the first point of contact for customers who contact or visit our office, with an interested and attentive manner, to determine how we can best meet their needs. You will become fully adept with our online management software, using it accurately to create new orders with all the information colleagues will need. You will use the system to track job progress to ensure timely delivery. You will liaise closely with our estimators, and in time, you will be comfortable in producing quotes yourself.

This is very much a hands-on role, liaising with colleagues and tapping into their expertise on papers and finishes. It will be important for you to deepen your knowledge of papers so you can share it with customers who often rely on our expertise.

Role & Responsibilities

• Manage incoming client enquiries, interpreting requirements and specifications accurately
• Manage the end-to-end quoting and job process, ensuring accuracy and value using our cloud-based systems.
• Liaise with estimators to provide estimates and create customer quotations using our cloud-based Management Information System (MIS) promptly.
• Liaise with production and pre-press colleagues to manage client expectations and production schedules
• Proactively manage timelines, flagging risks and resolving issues
• Maintain accurate job records and documentation within the MIS system
• Ensure projects meet quality standards and customer expectations.
• Understand our printing and finishing capabilities so you can guide customers
• Understand and act as an advocate for our ethos of print sustainability
• Build knowledge of papers and sustainability options
• Build strong relationships with existing customers and explore new opportunities

Your Skills & Experience

• Proven experience in a similar customer-facing role – experience in a print environment is not essential, but a love of printed material is.
• Proven experience using a Management Information System (MIS) preferred
• Experience with estimating, job costing, and production workflows is desirable.
• Ability to read and interpret specifications and production requirements
• Excellent organizational and time management skills
• Strong attention to detail and accuracy
• Confident communicator with both internal teams and external clients
• Ability to manage multiple projects simultaneously in a deadline-driven environment

Personal Attributes

• Interest in expanding knowledge of print, materials and finishes
• Good written and numerical skills
• A "can-do" attitude and the ability to work collaboratively with colleagues.
• Customer-focused mindset with a proactive approach
• Calm under pressure
• This role is based in our offices in Leominster, and a full UK driving license is preferred
• You'll be reporting to our Print Manager
• This is a permanent position; a full-time or part-time position can be discussed
• Salary is £26,000 to £30,000 depending on experience
• There is room for this role to grow and expand to suit the individual
• Please note, you must have the right to work in the UK