Client Service Representative III

** About the Role*
* Responsible for specific functions as a Lead or single person on site. Activities include organization, scheduling assignments for staff, and managing the daily work flow. Oversees the generation of daily and monthly departmental reports; supervises the processing of external vendor billing. Maintains and promotes positive customer relationships. Performs daily key operator and/or convenience care functions. Requires effective knowledge and use of all established policies, procedures, tools, and equipment.

Maintains and promotes positive customer relationships.

** Your Impact*
* Main Responsibilities:

- Promptly informs supervisor of potential problems or customer concerns.

- Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.

- Strong focus on providing good customer service.

- Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.

- Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.

- Responsible for communicating and training team in changes to workflow or procedure.

- Oversees and manages daily and monthly records on service activity.

- Effectively communicates with the client and staff.

- Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.

- Participates in the development, preparation and presentation of formal reporting requirements to the client.

- Point of escalation onsite to address and remediate client concerns.

- Responsible for maintaining site procedure guide documenting workflow processes and procedures.

- Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.

- Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.

- Site responsibility and location of coverage may change based on client and/or division needs.

Device Maintenance:

-Responsible for customer satisfaction through the performance and maintenance of reprographic equipment at customer location.

-Follows daily, established maintenance processes and procedures.

-Maintains routine upkeep of equipment including cleaning glass and surfaces, clearing paper jams, replenishing toner and loading paper.

-Evaluates equipment issues and notifies service department if unable to resolve.

-Delivers paper.

-Assists end-users in basic functionality of equipment. Records meter reads.

-Maintains service activity reports.

-Monitors supplies and restocks inventory.

Shipping/Receiving:

-Responsible for shipping and receiving incoming and outgoing packages, materials, parts, or products and verifying and maintaining records of all shipments.

-Receives shipments and counts pieces, retains shipment paperwork, follows delivery schedule for incoming shipments, and secures customer signatures.

-Responsible for operating shipping/receiving equipment, responding to customer requests, data entry, and maintaining inventory.

Inventory Services:

-Processes and monitors all inventory movement within assigned responsibilities, locations and organizations.

-Analyzes ongoing activity of inventory.

-Assists in identifying slow moving and obsolete inventory or when inventory levels are low.

-Monitors and communicates status of inventory.

-Initiates, conducts and reports on Physical Inventories.

Warehouse:

-Responsible for the accuracy and control of the shipping and dock operations.

-Experience in operation of a palette jack, regularly lifting heavy objects (50+ lbs) is required.

-Retrieves merchandise from stock or freight carrier, frequently with a palette jack.

-Verifies incoming shipments corresponding to packing lists.

-Completes required receiving documentation in order to maintain accurate department records.

-Packs, weighs, and labels parcels in a manner which minimizes the occurrence of transport damage.

-Responds to inquiries from internal personnel and customers and provides shipping status information.

*
* About You:

The Skills & Expertise You Bring*
* Please note:

this is a customer-facing role, and requires compliance with customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.

- Prior experience in a customer service environment.

- Good computer skills/technical knowledge.

- Ability to multitask and prioritize in order to meet deadlines.

- Good customer service and communication skills.

- Ability to work with minimal supervision.

- Ability to work OT as needed.

- Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.

- May require driving between multiple client locations,…