POSITION: Customer Service Representative

DEPARTMENT: Sales & Customer Service Department
REPORTS TO: Customer Service Manager

SCHEDULE: Monday - Friday 8AM to 5 PM

PAYING: $16/hour

MISSION:

•  Serves customers, Sales Department, and Representatives by providing product & service 
Information.

 

MAIN RESPONSIBILITIES AND TASKS (NON-EXHAUSTIVE):

•  Deal directly with customers either by telephone or electronically
• Respond promptly lo customer inquiries
•  Handle & resolve customer complaints
•  Obtain & evaluate all relevant information to handle inquiries & complaints
•  Direct requests and unresolved Issues to the designated resource
•  Communicate & coordinate with internal & external departments
•  Attends production meetings as required
•  Assists customer with maintaining proper inventory
•  Process releases and production
• Keep up lo date manual spreadsheets for programs, volume pricing, and customer inventories
• Review shipments from the previous day, confirm the accuracy and confirm lo the customer
•  Coordinating with shipping and production to ensure meetings expected Have Ready dates & ship 
dates for products
• Support graphics by supplying new item write-ups, graphics requests & job checklists
•  Creates & Maintains Part numbers in our ERP system (Sage)
•  Process art billing for new and revised items
•  Review pdfs and forward to customer or rep for approval
•  Send color targets lo the customer for approval
Assist Sales Department with all requests (i.e.: Inventories, sales.bJl,16i'ies, etc.)
•  Review inventories for slow, aged and non-moving items Retrieve job pockets for art that's being 
revised
• Request samples for customers, sales & reps
•  Keep flies up to date and in order
•  Issue RMA's, and arranges product pick up Write up credits
•  Review art billing for the ability lo invoice Attends final QA process as needed

Ensure pricing is correct and reviewed as needed

MINOR RESPONSIBILITIES:

Participating In the implementation of new policy and procedures Continuing training as the job 
requires
Works with AP to order services or products done outside of Sierra
•  Filling in where needed in the Sales & Customer Service Department
•  Attends meetings when requested             ·
•  Involved in creating and. implementing_procedures and processes (\  /"\