Company: Mainline Printing, Inc.
Job Title: Customer Service Representative ("CSR")
Schedule: Monday-Friday
Job Classification: Non-Exempt, Full-Time
Reporting Relationship: Vice President of Sales

Primary Accountabilities:
The Customer Service Representative (“CSR”) is responsible for managing customer accounts and projects.

Major Duties:

• Manages all assigned projects for the duration of that project’s life cycle; from beginning to end.
• Responds promptly to customer inquiries.
• Communicates with customers through various channels.
• Acknowledges and resolves customer complaints.
• Processes orders, forms, applications and requests.
• Keeps records of customer interactions, transactions, comments and complaints.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback on the efficiency of the customer service process.
• Ensures customer satisfaction and provides professional customer support.
• Maintains thorough knowledge of product offerings in order to answer customer inquiries.

Required Qualifications:

• High school diploma or GED.
• Experience in the printing industry is preferred.
• Ability to communicate clearly and professionally through both verbal and written skills with customers in English.
• Ability to effectively work with both internal and external customers.
• Ability to organize, multi-task, plan and set priorities to meet deadlines with minimal supervision.
• Ability to pay close attention to detail and to make reliable and prompt decisions using available information.
• Demonstrate good work habits, maintain a professional appearance and attitude and follow policies and procedures.
• Demonstrate poise, tact and diplomacy with the ability to handle sensitive and confidential information and situations.

Physical Demands:

• Ability to sit for extended periods of time.
• Ability to read computer screens and email, mail and talk on the phone.
• Ability to lift up to fifty (50) pounds.

Work Environment:

• Professional and deadline-oriented environment in an office setting.
• Interaction with external and internal customers, including disgruntled customers.

Additional Duties:
Additional duties and responsibilities may be added to this job description at any time. The job description does not state or imply that these are the only activities to be performed by the employee(s) holding this position. Employees are required to follow any other job-related instructions and to perform any other job-related responsibilities as requested by their supervisor.