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Client Services Representative

Reports to Client Services Team Leader

The Client Services Department serves as the conduit between the sale of a job and its production, ensuring the job is produced according to client specifications and expectations.  Functions within the Department include job estimating, planning, scheduling, managing projects, account management in conjunction with the Account Executive/Account Manager, and purchasing.  All personnel within the Client Services Department support the company goals of quality, customer satisfaction, and profitability by performing accurately, timely, and productively in assigned roles within the department and interacting positively and professionally with customers, vendors, and other company employees. 

Individuals within the Client Services Department are assigned one or more specific functions, with the goal of learning the majority of functions for maximum cross-functional production.  Daily responsibilities and account assignments may shift from time to time as requested by the Vice President of Sales and Client Services.  The CSR may have direct work with the client.

There are two types of jobs: “live jobs” that have been sold and approved by the client and “spec jobs” where the price must be approved by the client before production begins

Key Tasks

This position contributes of the company’s goals of quality, customer satisfaction and profitability by efficiently and effectively preparing jobs for planning and overseeing their progress through the production phase to meet established schedules.  The Client Services Representative serves as the conduit between the Account Executive (sales) and production (prepress, press room, bindery, fulfillment, and shipping) to ensure that the job is prepared according to customer specifications and expectations.

Live Jobs

Electronically place the order into the system, ensuring all information is complete and accurate, e.g. due date, type of proof, etc.  If the information is not readily available, the CSR takes steps to retrieve the information either from the Account Executive, Account Manager or directly from the client.

  • Schedule and facilitate pre-production meeting on difficult projects.
  •  Communicate any special client needs to manufacturing.
  •  Note and communicate any special instructions to prepress and the pressroom, as well as special finishing instructions, special labeling, packaging, etc., to the Bindery Department.
  • Ensure that the way the job is “sold” is the way the job is received from the client (i.e. electronic file) – verify that the job matches what is quoted. 
  • Initiate production by turning the project into preflight.
  • Ensure the schedule is met by routing and managing the proof process.  Ensure that the customer reviews and approves the proof according to schedule.
  • Communicate postage needs with client.
  • Price and enter any changes on orders into the system, notifying customers of changes.
  • Track the progress of all jobs according to the established schedule and proactively communicate to the Account Executive/Account Manager and/or customers in the event of issues or problems.  Revise due dates as changes are made to ensure the system has up-to-date, accurate information.
  • Ensure the job envelope contains all pertinent documents, e.g. purchase orders, e-mails, etc., and forward to accounting upon completion of job for invoicing.
  • Regularly communicate with clients, vendors and other company employees to answer questions, follow up, gather additional information, etc.
  • Track and monitor all metrics that may be required by the client.

Spec Jobs

  • Develop a cost estimate based on a layout (how the job will be built) of the most efficient and cost effective method of producing a particular job, including identifying what type of press, sheet size, finishing, etc.
  • Enter inventory numbers into the system but do not commit material to a job.
  • Obtain quotes from outside vendors that may be involved with the project.
  • Identify a variety of options for the client to consider.
  • Submit the quote to sales for client approval.

Critical skills, knowledge, and behaviors

  • Proficient in basic computer skills, i.e. Microsoft Word, Excel, Internet usage (email).
  • Able to read, interpret, and use sketches, diagrams, forms, and other visual instructions in order to perform required work.
  • Able to understand all manufacturing and mailing requirements and/or processes
  • Demonstrates effective verbal and written communication skills.
  • Able to effectively communicate with a variety of individuals with diverse backgrounds, education, economic levels and roles
  • Demonstrates active listening skills.
  • Demonstrates customer service orientation.
  • Able to negotiate with and influence others.
  • Able to resolve conflicts.
  • Effective analytical, problem solving and decision-making skills (can gather and analyze data and information and draw conclusions).  Able to think logically and analytically.
  • Proactive in anticipating and alerting others to problems with projects or processes.
  • High detail orientation and accuracy.
  • Take initiative and needs little supervision.
  • Able to prioritize, organize tasks and time, and follow up.  Able to handle multiple requests and meet multiple deadlines.
  • Performs responsibilities efficiently and timely. 
  • Education, experience 2 years post-secondary education, preferably with classes in graphic arts, project management, marketing, or communication or comparable experience.
  • Active participation in HPG training programs.

Physical demands

Must be able to visually detect printing imperfections, including color variations.

Must be able to work proficiently with general office equipment, including computers, copiers, telephones, etc.

Work environment

Work is preformed in an office environment.  Requires going into the areas of the plant frequently

If you meet the above requirements, and you're interested in joining a great team, please email your qualifications to Max Phillips, VP of Administration, mphillips@hardingpoorman.com.

If you have questions regarding this position, please contact us HERE.