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Customer Service Rep - eBusiness

Coordinate production of printed materials, or print related services for the company s customers. Maintain positive customer relations through active engagement of the customer through all stages of the manufacturing process from initial contact through final disposition of the customers product.

Streamline Customer Service Representatives CSRs are responsible for the collection of all Streamline orders. They will act as Production Planner for the Streamline accounts as well as the backup for RRD Affiliates. Streamline CSRs act as the communications link between the Account Executive(s), the customer, and all production departments.

Responsibilities

  • Ensure job instructions are entered and verified in the various manufacturing systems and queued in to the production schedule.
  • Confer with customers throughout production to keep them informed of the status of jobs, solicit additional information needed for current jobs and coordinate changes to jobs. May forward/review proofs with customer, obtain approval of materials, such as artwork, color separations, or ink samples.
  • Coordinate production of components with other internal plants and/or external vendors as required.
  • Coordinate the resolution of customer or manufacturing issues with customer jobs. Engage appropriate departments to verify the issue and determine the root cause. May make recommendations to management on appropriate response to issues that are in the best interest of the customer and the company. Communicate with customers regarding the resolution of issues.
  • May provide pre-sales support with customers and discuss the manufacturing capabilities and requirements needed to produce a successful job.
  • Monitor progress of jobs throughout production, confer with manufacturing operations on counts and final runs and ensure the final product meets customer requirements and company standards.
  • Tally the final production runs and work performed to assemble paperwork for billing purposes.
  • May mentor junior level Print Production staff or work on special projects.

Business Unit/Platform Specific duties

  • May have responsibility for determining the supplies and paper needed for jobs including the use of vendors to supply component of the customer product.
  • May assist sales in the RFP process supplying estimates and determining how to efficiently process a complete job.
  • May have responsibility for the composition and/or copy prep of the customers products.
  • Performs other related duties and participates in special projects as assigned.

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