Customer Service Rep/Project Manager

Fisher Group: A Marketing.com Company; Hagerstown (MD); On-site; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k

Paid time off

Company-paid holidays

Job summary

A marketing solutions provider located in Hagerstown, Maryland is seeking a dedicated individual to manage customer service operations in the print industry. The role involves leading client service staff, maintaining customer relationships, and ensuring efficient project execution. Candidates must possess at least five years of customer service experience and have knowledge of the print process. This position offers a competitive salary and a comprehensive benefits package, promoting a dynamic work environment focused on quality and efficiency.

Qualifications

• Minimum of five years Customer Service experience.
• Experience in the print industry required.
• Leadership experience preferred.

Responsibilities

• Provide first line of leadership to client service staff.
• Works as a liaison between work group and production control.
• Communicates to plant personnel, sales department, and customer.
• Analyze, plan and manage projected job requirements and materials.
• Inspects proofs and facilitates project progress.

Skills

Leadership experience

Customer Service expertise

Problem-solving

Understanding of print process

Education

Some college preferred

Experience in the print industry

Job description

Job Summary

Develops a high-level relationship with key customers, sales, vendors and plant personnel to assure flawless project execution. Strong production management skill allowing for the development and implementation of customer solutions through the utilization of cross functional subject matter experts. Leads a staff of customer service representatives ensuring efficiency, cost effectiveness, accuracy and quality control within the assigned work group. May also engage in planning, estimating, purchasing and scheduling support.

Roles And Responsibilities

• Provide first line of leadership to client service staff. Work with Client Services Manager to set clear expectations, and provide consistent, timely feedback.
• Works as a liaison between work group, and production control to provide proactive status updates.
• Establishes checkpoints on work-in-progress to guarantee accuracy of work performed. Communicates to plant personnel, sales department and customer. Solicit customer and sales feedback to continuous improvement of customer experience.
• Ensures operations management is provided the correct information, at the right time to allow for efficient, accurate project completion.
• Develop working relationships with customers through regular contact and communication. Understanding of customer requirements and expectations to ensure contract compliance.
• Analyze, plan and manage projected job requirements and materials in the most economical and efficient manner to save manufacturing time and resources.
• Coordinates projects across a variety vertical print markets to ensure accuracy and proper documentation.
• Develop a working relationship with production to assure understanding of company sales programs, while understanding production problems and opportunities.
• Assume responsibility for account documentation and data maintenance.
• Complete normal business reports as required.
• Inspects proofs, facilitates and troubleshoots progress of project to ensure on-time delivery.
• All other duties as assigned.

Basic Qualifications

• Experience in the print industry required
• Some college preferred.
• Minimum of five years Customer Service experience
• Leadership experience preferred.

Preferred Skills

• Printing Industry - Knows competitors and how they operate; understands product flow and supply chain logistics as they relate to printing production and has a comprehensive understanding of the print process.
• Personally motivated to drive for results and success despite obstacles and opposition; Is able to make adjustments to accommodate changing situations, responds resourcefully to achieve better results
• Task oriented with ability to think and lead at a strategic level.

Our Company offers a competitive salary and comprehensive benefits package including but not limited to medical, dental, vision, life insurance, short & long-term disability, 401k, PTO, and Company-paid holidays.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.