- Customer Service
JOB DESCRIPTION: Customer Service Representative
About ARC Document Solutions (NYSE: ARC)
ARC Document Solutions, Inc. provides technology and services focused on document and information management for the architectural, engineering and construction industry. Our solutions reduce costs and increase efficiency in our customers’ offices, in their archives, and for their projects. The Company provides onsite managed print services (MPS), archiving and information management (AIM), construction document and information management (CDIM), as well as the sale of web and cloud-based applications to support these services. ARC is headquartered in San Ramon, CA, and publicly traded on the New York Stock Exchange, ticker symbol ARC.
Customer Service Representative Position Focus:
Customer Service Representatives functions are to coordinate and process orders for material or merchandise received by mail, e-mail, fax, telephone, or personally from customer or company employee, according to customers' requirements, by performing the following duties.
Greet customers and process in-person, phone, electronic, and hard copy work orders
Provide information to customers regarding products, processes (software/hardware), and production turnaround times
Attempt to sell add-on or new services/merchandise to existing and previous customer
Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer
Complete order forms and enter jobs into computer system/first screen billing
Examines original hard copy and digital documents for completeness and defects
E-mail or call customer with questions regarding orders when appropriate
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
Resolve problems with digital orders or obtains assistance from technical expert
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
Participate in on-going ARC and other training to update technical skills and knowledge
Perform other tasks, duties, or functions as directed
Skills/Qualifications: Must be able to perform each essential duty satisfactorily. Must have at least two to three years related experience and/or training; or equivalent combination of education and experience in a printing environment. Previous reprographics experience. Excellent customer service skills. Ability to track orders throughout the production and delivery process and keep customers accurately informed. Strong competencies with, or ability to learn required software technologies. Strong comprehension of small format, large format, and color production processes. Ability to assess and troubleshoot customer software and hard copy orders for production problems or issues. Ability to understand and accurately communicate cost estimate information to the customer. Ability to follow complex processes and procedures accurately. Able to multi-task while maintaining quality control and accuracy.
Education: Associate's degree (A.A.) or equivalent from two-year College or technical school.