Customer Service Associate

Bowne Marketing & Business Communications (BMBC) is a worldwide organization renowned for its service, reliability, technology and outstanding customer service.  We are seeking an experienced individual to join as a Customer Service Associate in our West Caldwell, NJ location.

Job Responsibilities:

The individual will manage an assigned client base by carrying out the following tasks: Establishing and maintaining relationships with customers via phone, email and on-site visits.  Adherence to client contracts and SLA’s. Adhering to the Customer Service Standard Operating Procedures (SOP’s) as directed by the Manager, Customer Services. Working with internal resources, resolves complaints, solves problems and answers questions of customers regarding services and procedures. Acts as a liaison between the customer, various departments and Bowne locations to resolve any issues that may arise.  Initiates grievances to designated departments for investigation.  Ensures communication to the client is accurate, timely and appropriate. Obtains specifications from a client for any new job.  Documents specifications on Work Order. Generates Purchase Orders.  Contacts vendors to confirm pricing and delivery. Generates Programming requests to obtain a quote to provide to client for approval.  Works with client to review and obtain approvals via PDF, fax or onsite approval of a job. Responsible for providing Finance with final print, mail and CD counts along with updating internal job information to initiate an invoice to the client. Initiates a board for each job with multiple components demonstrating insertion and/or kitting and mailing requirements. Maintain and review inventory levels and order stock if necessary.  Provide inventory status to client. Maintains proper postage levels and enforces our Postage Policy and notifying clients of low postage balances. Responsible for various reporting mechanisms including stock requisitioning, inventory balances, Standard Delivery Notice’s (SDN’s) which includes pull and CD information, Chargeback Slips used to create summary batch reports and to verify counts, etc. Maintains sample Instruction Books for each client detailing processes and procedures and formal SOP’s, Contracts, SLA’s, sample work orders, sample billing, etc.

 

 SKILLS REQUIRED: Bachelors Degree preferred, and/or 3-5 years related experience in the print industry. Professional demeanor and appearance, including the maturity required to interact with higher management (both internal and client) Experience with client contracts and renewal process Strong written and oral communication skills Ability to communicate with clients on all levels Project/Time Management skills Organization skills and attention to detail Knowledge of Microsoft Suite (including MS Word, Excel, and MS Project) Conceptual understanding of programming Ability to work under pressure in a fast paced environment Problem analysis and problem solving Strong follow-up skills Willingness to take ownership Ability to work overtime as needed

 

Job Requirements:
Job Code : 3861 Division/Department : Bowne & Co.