Customer Service Representative

The Seattle Times is seeking a Customer Service Representative to join our Operations team. This position communicates product information between sales staff and production departments, in accordance with company policies and procedures. The Customer Service Representative serves as the primary contact and source of information for customers after a job has become live.

Responsibilities:

• Develop accurate product estimates in computer estimating program, by performing cost estimating including print buyouts and provide pricing information to sales in a timely manner as requested.
• Receive product information/specifications from Sales staff including estimate and sales order form. Check for completeness and accuracy, any differences will be discussed with sales prior to starting on product.
• Coordinate the flow of information between Sales staff and production departments and communicate with co-workers the status of jobs or any unique circumstances relating to jobs.
• Arrange pick-up and delivery of customers’ inbound data/media and office copies. Ensure all art/media used in the production of the job has been checked and labeled with appropriate job name, job number and logged into company.
• Contact clients immediately if any materials are missing which are needed to proceed with processing the product.
• Inspect and route all proofs in and out of production. Review outgoing proofs to ensure that all the client requests have been met. Review incoming proofs for changes that may impact production schedule and/or chargeable changes. Get clarification if needed before end of day.
• Enter product and production information into Printstream system to create accurate work orders, work tickets and job packets. All information must be organized in departmental order. The work order and work ticket are the sole source for accurate information.
• Manage change orders or revise work orders when product information changes to ensure correct information is communicated for quality products and timely delivery.
• Review inserts upon arrival to ensure they meet equipment specifications.
• Generate purchase orders when outside vendors are required for products, forward additional costs to accounting for accurate billing.
• Create layouts and impositions on all jobs to facilitate production of the job for both internal and external customers.
• Ensure all planned finished goods meet company standards and refuse low quality work before customer sees it.
• Consult with departmental supervisors as needed to plan job processes to ensure maximum efficiency, quality and productivity, as well as minimum production expense.
• Contact customers when delivery may be delayed; when it will not meet agreed delivery date.
• Investigate and resolve customer problems/complaints, keep sales in the loop on this information.
• Arrange shipments of product if cannot be done with ROP staff.
• Other duties may be assigned.

Qualifications 

• Education: High school diploma or general education degree (GED);
• Experience: Six months experience in Excel and Word or similar spreadsheet and word processing programs; two plus years printing experience preferred.
• Ability to read and comprehend complex instructions, correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to work in a fast-paced, deadline-driven production environment that can be high intensity at times.

Compensation: The full salary range for this position is $41,200 to $55,100. We typically pay between $41,200 to $50,400, depending on experience and qualifications.     

Benefits: 

• Medical, dental, and long-term disability insurance
• Employee assistance program
• Optional life and AD&D insurance and long-term care insurance
• 401(k) plan with employer match
• 10 days of annual vacation accrual, increasing with tenure up to 20 days
• 10 days of annual sick accrual; unused sick pay accrues to an extended illness bank
• 9 paid holidays
• Free parking
• Complimentary Seattle Times subscription
• Wellness program
• Fertility coverage (with lifetime limits) for eligible employees
• Parental leave options

Please note: This position requires the successful completion of a pre-employment criminal background check once an offer has been made.

Founded in 1896, The Seattle Times continues its tradition as a family-owned, Pulitzer Prize-winning newspaper that cuts through the clutter and provides readers with timely, relevant news. We serve the Pacific Northwest with thoughtful, independent journalism that makes a real difference in our community. And as a media solutions company, we combine cutting-edge digital capabilities and service with the values and integrity of respected traditional media… with an established audience of 1.9 million. At The Seattle Times, you'll find work that matters.

If you need assistance to accommodate a disability, please contact Human Resources at [email protected] and provide a description of the reasonable accommodation(s) needed.