Customer Service Representative - TI Group - Toronto, ON

We Offer:

We’re a leader in integrated visual communications that provides strategic, cost-effective solutions for our clients. We’re passionate about keeping up with the latest digital technology so we can offer our clients the best. We can provide a competitive compensation package and fully paid benefit plan. Our qualified team members are offered flexibility, training and advancement opportunities.

How You’ll Get Results

You are the bridge between our customers and the Production Planning, you will impact the final product they receive. You will have responsibilities to those customers, to our Sales team, to our Manufacturing group, and to the company as a whole. You will be responsible for the documented communication of customer critical issues such as changes to the delivery time frame and additional charges. This position also handles the administrative aspect of our order process, from estimating to invoicing, to ensure the timely processing of all of the documentation associated with a project.

MAJOR RESPONSIBILITIES:

• Receive and co-ordinate all incoming orders and information, either through sales personnel, internal customers or directly from customers. Check all information received from the customer for accuracy and completeness.
  


• Attend client meetings as required; receive all questions and concerns from external and internal customers.
  


• Provide technical support between sales department and the client with inside personnel.
  


• Responsible for the efficient flow of all customer changes, requests and ensuring that deadlines are met
  


• Thorough knowledge of internal procedures and processes.
  


• Responsible for the proper escalation of issues should customer expectations fail to be fulfilled.
  


• Provide advice and recommendations on production process and follow up with Account Manager.
  


• Confirming that all the information is available for an efficient processing of customer orders.
  


• Co-ordinate all customer issues with the production planning department.
  


• Accurate filing and tracking of customer files throughout the organisation.
  


• Confirm flow of information between customers and external suppliers.
  


• Ensure invoicing is done on a timely basis; all additional charges are documented and justified.
  


• Support the quote request and order write up process in support of the Account Manager.
  


• Responsible for communication work-back schedule to Account Manager, and updating of any changes.
  


• Responsible for maintaining the customer database for assigned Account Managers.
  


• Co-ordinate and schedule customer OKs and plant tours, when required.
  


• Fully understand the print production process from protoyping to fulfilment and how to engage internal and external resources.
  

ADDITIONAL RESPONSIBILITIES:

• Gain a thorough knowledge and understanding of TI Group’s production equipment and capabilities
  


• Supports team efforts and initiatives – participate in the on-going improvement of processes and methods
  


• Take initiative, explore new methods, provide recommendations, share new ideas
  


• Available for additional hours if need be and will do what it takes to get the job done
  

Years of Experience:

Minimum 5 years related experience in print production

Education:

Post-secondary education including college or university in the graphic arts

Must-Have

• Thorough knowledge of printing process and procedures.
  


• Basic knowledge of the sales process; experience in sales and/or marketing.
  


• Ability to deal with stakeholders at all levels, ability to cultivate relationships.
  


• Strong communications skills, both written and verbal.
  


• Creativity and strong problem solving skills in order to present solutions and recommendations to key stakeholders.
  


• Ability to manage customer expectations and handle difficult customer issues in a manner that will ensure the continuation of a long term relationship.
  


• Excellent organizational skills – methodical and detail orientated.
  


• Exceptional computer skills, specifically in the use and application of MS Word/Excel and related software.
  


• Ability to work in a fast-paced environment, continually prioritizing and multi-tasking.
  


• Solid working knowledge of all production equipment and processes in POP and POP finishing, distribution, and POP fulfillment.
  

Nice-to-Have

• Strong understanding of prepress methods (including colour management), finishing methods and requirements, other related manufacturing/fabrication, packaging and shipping.
  


• Understanding of supporting technology – ePACE, creating/editing dockets, estimates, change orders, multiple dockets.
  


• Advanced Project Management Skills – PMP (Professional Project Management) certification preferred.
  

Job Type: Full Time/Salary Based

This position offers a competitive compensation plan and benefits package, including health, dental and life insurance and paid vacation. To learn more about our company, please visit www.tigroup.ca Please submit your resume to Human Resources at jobs@tigroup.ca and reference CSR in the subject line no later than 5:00 pm (EST) on August 5, 2016.

TI Group is an equal opportunity employer and does not discriminate on the basis of race, citizenship, colour, creed, sex, sexual orientation, age, marital status, disability, or other protected characteristics and is committed to employing a diverse workforce.

(Posted July 27th, 2016)