CUSTOMER SERVICE SPECIALIST

Supervisory Responsibilities:

• People: None other than self.
• Data: Vision Data advertising system, ad orders, advertising schedules, departmental forms, contracts, rate cards, art files, route files, carrier information and payment files. Job tickets, job board, electronic filing system.
• Things: Desk, computer, files and materials; telephone, copier, printers, scanners, ad production software. Digital printers, PC computer.

Overall Responsibilities:

• Effectively and accurately place advertisement for our customers
• Provide customer service to internal and external customers.
• Assist walk-in customers with their job-printing needs including quoting, reproduction, scheduling
• Function as an active participant in helping all departments achieve their goals through participative management and teamwork.

Specific Responsibilities:

• Work efficiently and effectively with in-house staff, advertising clients and production department.
• Work in a team environment with internal and external members to accomplish deadline standards, quality control and a cohesive and efficient department.
• Assist in selling signature ad promotions and quarterly promotions.
• Assist classified advertising customers and enter classified advertising orders.
• In the absence of outside account executives, assist advertising customers.
• Assist sales staff by handling phone contact to accounts on an incoming and outgoing basis.
• Prepare job printing tickets for X-Press printing.
• Process payments for prepaid and billed ads, job orders, counter sales, special event tickets and log payments in appropriate accounts.
• Correctly enter ad copy and billing information into the advertising system.
• Pre-proof and edit display ads for accuracy in size, punctuation, spelling, content and proper design.
• Performs building open/close procedures, as needed
• Sorts incoming mail and prepares and delivers bank deposits, as needed.
• Updates all customer account information.
• Enters advertising agreements for Shopping News.
• Assists with collection calls at the 60-day delinquent mark.
• Assist Xpress Printing with any finishing work as needed and when time allows.
• Prioritize work according to deadlines to ensure all projects are completed within assigned deadlines.
• Suggest and initiate, as appropriate, new methods and procedures to enhance the efficient operation of the department.
• Communicates with clients regarding print orders.
• Participates in company training programs.
• Participate in cross training to maintain a team environment.
• Assist with planning and execution of special events.
• Actively participate in the Great Game of Business.
• Other job-related duties as assigned by supervisor.

Behavior: Work efficiently and effectively with all WCM employee owners to provide
exceptional customer service to our internal and external customers. Creative. Self-directed, self-motivated and resourceful. Commitment to quality customer service on the phone and in person. Maintain valid driver’s license. Appropriate dress.

Skills: Effective communicator both written and spoken, keyboarding skills with expertise with Microsoft Office Suite, ability to create an ad from concept through final output. Ability and desire to work in a team environment to achieve group goals. Ability to communicate well with the public and co-workers. Ability to resolve conflict within the department. Capable of self-direction, works well with others, tactful, ethical. Presents a positive representation of the company and the organization in both actions and words. Adaptable to change.
Knowledge: High school diploma or equivalent or technical school plus six months or more equivalent experience. Customer service experience is preferred.