Client Service Representative I

Giesecke+Devrient; Bolingbrook (IL); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401K match

Disability insurance

Life insurance

Flexible spending

Employee assistance program

Commuter benefits

Education assistance

Pet insurance

Equal Opportunity Employer

Job summary

Giesecke+Devrient ePayments America, Inc. is seeking a Client Service Representative to ensure orders and requests are processed per client specs.

You will interact daily with clients by phone and email to review new orders, changes, and overall order details, and may attend face-to-face meetings to discuss products and services. Responsibilities include processing sales orders, transforming requests into production orders, coordinating with Sales, Accounting, Operations and Production, and

Qualifications

• Client service and office support experience.
• Strong communication skills including writing, phone and in-person.
• Proactive approach to problem-solving and client expectations.
• Strong attention to detail and organization.
• Ability to work with minimal supervision.

Responsibilities

• Process incoming sales orders including order confirmation or follow-up when additional information is needed.
• Transform client requests into production orders and follow procedures.
• Enter information into corporate data system using automated tools.
• Process internal orders for testing, R&D, or sample production.
• Notify material procurement, scheduling, design/data services, printing, production, shipping, billing, etc.
• Coordinate with Sales, Accounting, Operations, and Production to follow protocols.
• Attend daily meetings with coordinating departments and provide input.
• Follow SOPs and training guidelines in daily tasks.
• Review system entries for quality input with attention to detail.
• Track progress of client orders and communicate with account teams about changes or delays.
• Submit changes to Prepress or Production for proofs during order fulfillment.
• Enter data from packing slips into the data system.
• Print reports and distribute per procedures.
• File business documents per procedures.
• Provide general office assistance (scanning, labeling, storage).
• Participate in client conference calls and prepare client report updates.
• Coordinate or request shipping services and gain tracking information.
• Work with Quality team to address client complaints and resolutions.
• Provide back-up support during heavy periods or absences.
• Interface with clients during facility visits (press checks, tours).
• Coordinate client visits with security.
• Provide office reception back-up upon request.
• Perform related duties as assigned.

Education

High School diploma

College coursework preferred

Tools

MS-Office (Outlook, Word, Excel)

MS-Windows

Printer/Scanner

Job description

JOB SUMMARY

The Client Service Representative will ensure client orders and requests and handled in a satisfactory manner according to client specifications. Will interact daily with clients via phone and email to review new orders, existing orders, order changes, and overall order specs. May also participate in face-to-face client meetings to review orders and client needs related to G+D's products and services.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Process incoming sales orders including order confirmation or follow-up when additional information is needed.
• Follow departmental procedures and protocols for interpreting client needs by transforming client requests into company production orders.
• Enter information into corporate data system using automated tools for accurate and efficient processing.
• Process internal orders for testing, R&D, or sample production.
• Use departmental procedures and system tools to notify/request material procurement, scheduling, design/data services, printing, production, shipping, billing, etc.
• Work with multiple internal departments including Sales professionals, Accounting, Operations, and Production teams to ensure that corporate and business protocols are followed and met.
• Attend daily meetings with coordinating departments as instructed, providing client, order, or other department input.
• Follow written Standard Operating Procedures (SOP's), documented training guidelines, or workflows during daily business functions and processes.
• Review system entries to meet quality input standards with attention to detail.
• Self-review work product against written SOPs.
• Track progress of client orders within the plant and communicate with account teams regarding any production questions, changes, or delays.
• Submit changes to Prepress or Production Department if client requests changes to their ordered product (proofs) during the order or fulfillment process.
• Enter data from packing slips or other lists into corporate data system when requested.
• Print reports from corporate data system and distribute per department procedures and protocols.
• File business documents per department procedures, protocols, and/or general business practices.
• Provide general office assistance for paper handling, online documentation storage, scanning, labeling, and/or management assistance.
• Participate in client conference calls and prepare client report updates, as requested.
• Coordinate or request shipping services from the Shipping Department. Provide follow-up to gain tracking information for client records and/or billing.
• Work with the Quality team to ensure timely responses to client complaints and appropriate resolution. Send communication back to client about the resolution.
• Provide necessary back-up support during heavy work periods or absence of co-workers.
• Interface with clients on their visits to the facility (e.g., press checks, tours, etc.)
• Coordinate client visits with security.
• Provide office reception back-up upon request.
• Perform related job duties as assigned and required.

OTHER FUNCTIONS AND RESPONSIBILITIES

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with applicable Federal and State laws.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

REQUIRED QUALIFICATIONS

• High School diploma required; college coursework preferred.
• Client service and office support experience.
• MS-Office experience including Outlook, Word and Excel.
• MS-Windows experience including file navigation, document handling, and network printing.
• Experienced use of equipment such as copier, scanner, and printer
• Strong attendance record or ability to work consistent schedule with prescribed breaks.
• Strong communication skills including writing (email), phone and in-person.
• Proactive approach to problem-solving and meeting client expectations.
• Dedication to responding to internal and external client inquiries resulting in strong response rates, while demonstrating courtesy and helpfulness.
• Strong attention to detail.
• Strong organization skills to balance in-process orders with incoming requests to meet desired response times.
• Ability to work with minimal amount of supervision.

PREFERRED QUALIFICATIONS

• Associate’s or Bachelor’s degree
• Experience in the plastic card industry
• Manufacturing and/or printing industry experience.
• Experience using an order entry system to enter client orders

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Requires visual acuity to operate a computer for up to 8 hours a day.
• Requires sitting at a desk for up to 8 hours a day.
• Requires speaking on the telephone and listening to people talk on the phone.
• May have to occasionally lift boxes of office supplies or FedEx/UPS delivery boxes.

The pay range for this position is $45,000-$50,000 and is eligible for an annual bonus. Benefits offered to eligible employees include, medical (PPO and HDHP with HSA), dental, vision, paid time off, paid holidays, 401K w/ employer match, short/long term disability, life insurance, healthcare and dependent care flexible spending, EAP, commuter benefits, education assistance, pet insurance, legal, and more.

Giesecke+Devrient ePayments America, Inc. endeavors to make https://www.gi-de.com/en/careers/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at [phone] or [e-mail].

Giesecke+Devrient ePayments America, Inc. is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity