CSR- Account Success and Support

Superior Bindery, Inc.; Braintree (MA); On-site; USD 45,000 - 90,000; Full time

Job summary

Superior Bindery, Inc. is seeking a customer-focused Account Success & Support Team Member to strengthen customer relationships, support retention, and identify upsell opportunities.

The role collaborates with Account Managers to resolve inquiries and manage accounts. Responsibilities include coordinating job specs with customers and internal teams, initiating job tickets, and maintaining proactive communication throughout the production process.

Qualifications

• Two years of related experience preferred.
• Knowledge in Packaging, Printing or related field experience.

Responsibilities

• Acknowledges all customer communications and responds in a timely manner.
• Verifies job specifications and artwork received from customer, relaying this information to the estimating department.
• Gathers information to produce the job, ensuring specifications match the quote and answering production questions internally.
• Creates job tickets and job bag, shares proofing information with customer and planning to allocate paper and activate the job.
• Maintains a high level of communication with Account Managers.
• Monitors live jobs through completion and updates scheduling with customers and fulfillment teams.
• Communicates with customers when orders are ready, sends shipping confirmations and BOL to the customer.
• Completes other responsibilities to achieve goals of the position.

Skills

Customer service

Communication skills

Written & verbal communication

Tools

CRM software

Office suite

Job description

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

Salary: $45000.00 - $90000 per year