Customer Service Rep - Riot Team

ARC Document Solutions; San Jose (CA); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) with company match

Job summary

ARC Document Solutions is seeking a Customer Service Representative to coordinate and process print jobs, materials, and merchandise received by mail, email, fax, phone, or walk-in customers. You will greet customers, handle various order types, enter data into the system, and assist with production and status updates.

Ideal candidates have strong customer service, basic Windows and MS Word skills, and a willingness to learn Sub-Hub and Planwell.

Qualifications

• Demonstrated excellent customer service and communication skills.
• Proficiency with Windows OS and Microsoft Word.
• Willingness to learn Sub-Hub and Planwell software.
• Understanding of small/large format and color production workflows.
• Ability to work in a team-oriented, fast-paced environment.

Responsibilities

• Greet customers and process in-person, phone, electronic and hard copy orders.
• Coordinate and manage orders through production and shipping.
• Enter job details and billing information into the system.
• Identify and communicate questions or issues to the appropriate team.
• Support production managers by tracking order status and follow-ups.

Skills

Customer service

Windows basics

MS Word

Training willingness

Printing knowledge

Teamwork

Multitasking

Follow-through

Reprographics experience

Job description

ARC Document Solutions, Inc.(www.e-arc.com)is a world-wide public company looking for aCustomer Service Representative(CSR)who willcoordinate and processorders for print jobs, material or merchandise received by mail, e-mail, fax, telephone, or from walk-in customers, according to customers' requirements, by performing the following duties:

• Greet customers
• Process in-person, phone, electronic, and hard copy work orders
• Managing and billing project
• Complete order forms legibly
• Enter jobs into computer system/first screen billing
• Examine original hard copy documents for completeness and defects
• E-mail or call customer with questions regarding orders when appropriate
• Note problems with orders for Production Manager
• Consult with Estimator regarding costs and communicates information to customer
• Follow estimating procedures for review/approval in various situations
• Route supplies and materials such as artwork, copy, digital files, or prints, to work areas to put job order into production
• Examine digital files for completeness and defects
• Resolve problems with digital orders or obtains assistance from technical expert
• Confer with customers throughout production to keep them informed of status of job
• Refer questions regarding jobs in progress to the appropriate production manager
• Monitor progress of job order throughout production, confer with employees at all levels of company
• Follow-up on orders to ensure delivery by specified dates/times
• Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
• Provide information to customers regarding products, processes (software/hardware), and production turnaround times
• Sell add‑on or new services/merchandise to existing and previous customers
• Inform customers of unit prices, shipping date, anticipated delays, and any additional information needed
• Participate in on‑going ARC and other training to update technical skills and knowledge
• Perform other tasks, duties, or functions as assigned

QUALIFICATIONS

• Excellent customer service skills is a must
• Basic Windows knowledge
• Strong competency and knowledge of Microsoft Word
• Willing to train and learn Sub‑Hub and Planwell
• Strong comprehension of small format, large format, and colorproduction processes
• Enjoy working in a team driven environment.
• Ability to work in a fast pace, multi‑tasking environment.
• Ability to follow‑through and react quickly to situations.
• Prior reprographics or printing experience a plus.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to [e-mail] and use the words “Accommodation Request” in your subject line.

Compensation

$22.00 - $26.00 per hour

Temporary hires are not eligible for company benefits.

Benefits

• ARC offers comprehensive benefits which include Medical, Dental, Vision, Life Insurance benefits, 401(k) with a company match, and. We also offer PTO, personal days and paid holidays.
• ARC offers Comprehensive Medical Coverage, Health, Dental, Vision, 401(k) with a match. Flexible Spending Account, Voluntary and company paid Life Insurance, Paid Time Off and an array of Voluntary Benefits.

Equal Employment Opportunity (“EEO”) Employer

It has been and will continue to be a fundamental policy of ARC Document Solutions and RIOT Creative Imaging not to discriminate based on race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.