Customer Service Representative II

Circle Graphics is the world's foremost producer of grand and large-format digital graphics. We are an industry leader in creating innovative products for outdoor advertising, business signage, wall decor, art reproduction, and the professional photography and art communities.

Our combined 407,000 square feet of manufacturing facilities across the United States house over 88 grand and large format digital printers, custom automated finishing equipment, and coating capabilities to produce printed recyclable materials up to 16 ft wide. Our prepress department processes more than 20,000 files per day with the aid of proprietary software automation tools. We operate around-the-clock, 7 days a week to deliver extraordinary customer service, and print over 431 million square feet of material annually. We specialize in industry leading innovations accompanied by world class service.

Job Description Overview: Account Manager II

The Account Manager II has the primary responsibility to provide excellent customer service while handling all orders and any questions, issues or concerns our customers may have. This person will also interact professionally and positively with coworkers in all departments.

Tasks Description - Essential Duties And Responsibilities

CUSTOMER SERVICE: (70% of position responsibility)

• Provide positive, reliable customer service with a proven track record
• Communicate via phone and e-mail quickly and knowledgeably
• Handle and/or escalate all customer issues/concerns
• Serve customers and accommodate their requests quickly and efficiently
• Understand all the steps necessary to complete each stage of a job through order entry, pre-press, print, post-press and shipping
• Work directly with AM I and III roles to interact with customers as need
  
  

ADMINISTRATION: (30% of position responsibility)

• Traffic customer orders through our order management system
• Navigate through the order management system and apply notes where applicable
• Work directly with AM III and Team Lead/Manger in defined areas to grow knowledge and skills as they relate to your daily job duties.
• Must be able to proficiently and independently process spec sheets for standard bulletins, posters, and transit items.
• Work with outsource vendors for producing outsourced items
• Should be able to comfortably answer questions regarding internal processes and interface with individuals on the prepress and production teams.AM II should also be able to train other employees on these processes and bring forth ideas for process improvement.
  
  

Skills, Intellectual Demands And Job Requirements

EDUCATION AND FORMAL TRAINING

• GED / High School Diploma
• Minimum two years' Account Management/general administrative experience
• Computer graphics or design background preferred
• Must be able to perform all duties of an Account Manager I position effectively and proficiently
  
  

Knowledge, Skills And Ability

• Must have comprehensive Microsoft Office Suite experience, specifically in Outlook and Excel
• Must be able to apply formulas, re-format and breakout data in Microsoft Excel
• Must have the ability to communicate effectively with internal and external parties in both written and verbal formats
• Must have the ability to apply successful time management techniques and multi-task while also reassessing priorities on a continual basis
• Must have the aptitude to add, subtract, multiply and divide in all units of measure, calculate figures and amounts such as discounts, proportions and percentages
• Must be able to learn company proprietary software
• Must be able to understand and accurately interpret information and instructions received in a variety of methods and ask questions if information is not clear
• Must be able to accept feedback and use the information to further enhance skill set
• Must have excellent grammar and proofing skills
• Must be able to learn quickly and be resourceful when needing clarification
• Must be able to resolve problems, handle conflict and make effective decisions under pressure
• Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion
• Ability to effectively present information and respond to questions from customers or other departments
• Ability to add, subtract, multiply and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions and percentages, and apply concepts of basic algebra
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  
  

INTELLECTUAL DEMANDS

• Excellent attention to detail and follow through with communication and a sense of urgency for deadlines
• Must understand vague and implicit instructions, and react favorably in all work situations
• Must be approachable and responsive to a variety of people and issues
• Must be adaptable and flexible in dealing with a variety of people
• Willingness to learn new processes and attend trainings to maximize efficiently
• Proactively communicate to team members to facilitate problem solving
• Must be an active listener who is able to interact with a variety of personalities at various levels of the organization
• Must possess a patient and helpful attitude with the capacity to interact successfully in a team environment
  
  

Additional Task And Responsibilities

• Other duties and special projects as assigned
• Work directly with Director of Account Management/Account Services Team Manager on projects as needed/assigned