Customer Service Representative – Print

Our Australian partner is a printing company with offices in QLD and NSW, and is looking for a Customer Service & Sales Support person, familiar with the printing industry with some experience using Illustrator. You will play a vital role in delivering excellent customer service and supporting clients throughout their journey with the company. This role involves establishing and nurturing strong client relationships, processing orders efficiently, and assisting customers with inquiries. The ideal candidate should be detail-oriented, proactive, and passionate about providing top-notch service, ensuring client satisfaction at every step.

Customer Relationship Management

• Build and maintain positive relationships with existing clients to foster loyalty.
• Actively grow the client base by following up on leads provided by the Internal BDM.
• Check in with clients after orders to ensure satisfaction and address any feedback.
• Escalate unresolved issues or dissatisfaction to the Operations Manager for quick resolution.

Customer Service and Support

• Provide clients with prompt and professional responses to general inquiries, offering expert sales advice and support.
• Educate customers on the best practices for placing orders and using the website.
• Assist customers with accessing and navigating the website, ensuring a smooth online experience.
• Proactively guide customers to ensure their needs are met and help them find the best solutions.

Sales and Order Processing

• Accurately prepare and deliver quotes for client job requests within a 1-hour deadline, ensuring set margins are maintained.
• Process client sales orders within 1 hour, maintaining a high level of accuracy.
• Follow up with clients promptly after each order to confirm satisfaction and address any concerns.
• Educate customers on best practices for submitting artwork files, ensuring designs meet production standards.
• Use Adobe Illustrator to check the quality of client artwork files when needed.
• Data Accuracy and System Maintenance:
• Ensure all client orders are accurate and entered promptly into NetSuite.
• Maintain and update customer records in NetSuite, ensuring data integrity and accuracy.
• Process online orders quickly and accurately, keeping customer information up to date.

MANDATORY SKILLS

• Proven experience in customer service, sales support, or account management.
• Strong communication skills and a passion for helping customers.
• Ability to work in a fast-paced environment while meeting tight deadlines.
• Excellent attention to detail and a focus on accuracy.
• Experience with CRM systems (NetSuite preferred) and data entry.

PROFESSIONAL DEVELOPMENT

• Constantly learn and grow product knowledge
• Constantly learn and grow machinery knowledge
• Constantly deliver exceptional client service when required
• Constantly work on increasing overall quality of work produced
• Constantly grow working relationships with colleagues
• Constantly take ownership of set duties and tasks
• Constantly accept accountability of non-performance

PERFORMANCE MANAGEMENT

• Meet and exceed internal company KPI's

COMPANY VALUES AND BEHAVIOURAL EXPECTATIONS:

• RESPECT. RESILLIENCE. TRUST. HONESTY. PRIDE
• Always act in a respectful and professional manner to clients
• Always act in a respectful and professional manner to colleagues
• Always be willing to assist colleagues in their tasks
• Always be diligent and dead-line driven with all tasks

This job description serves to illustrate the scope and responsibilities of the post and is not intended to be an exhaustive list of duties. You will be expected to perform other job-related tasks requested by management as necessary to develop the role and business.

Job Types: Full-time, Permanent

Pay: Php38, Php42,000.00 per month

Benefits:

• Health insurance
• On-site parking
• Pay raise

Application Question(s):

• This is an office-based job in Clark. Are you OK working in an office?
• Have you worked in the printing industry before? Please provide examples.
• On a scale of 1 to 10, with 10 being fluent, how good is your spoken English?

Experience:

• Adobe Illustrator: 1 year (Preferred)
• Customer service: 3 years (Preferred)
• NetSuite: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person