Customer Service Representative
Customer Service Representative
JPS Books + Logistics – Company Overview
At JPS Books + Logistics, we enrich lives by producing physical learning materials. Our multigeneration, family-owned business has been a cornerstone of the Dallas-based printing community for over 45 years. Evolving from a small family start-up to a large successful manufacturing/warehouse facility, JPS excels in producing over a million books a year in order to improve lives through lifelong learning.
THE OPPORTUNITY
JPS Books + Logistics is in search of a vibrant, self-starter, and proactive Customer Service Representative (CSR) to join our team and elevate our customer interactions to new heights. You will be responsible for building and nurturing relationships with customers on behalf of the company.
Here at JPS, we are dedicated to helping all of our customers create the perfect printing product; whether it be a soft cover (perfect bound) books, hardcover (case bound) books, saddle-stitched booklets, training manuals, educational kits, etc. You will be empowered (and expected) to recommend new ideas and perspectives that allow us to continue to evolve our approach to acquiring and servicing customer accounts.
CORE RESPONSIBILITIES INCLUDE
- Build sustainable relationships and develop trust with customer accounts through open and interactive communication.
- Work alongside a dedicated sales rep to set up new customer profiles and manage existing accounts.
- Be the bridge between our Sales Team and Production Team to manage and schedule accurate project turn times.
- Provide excellent inventory management by conducting quarterly audits, distribute daily, weekly, and/or monthly client reporting, process replenishment requests, oversee outside deliveries, etc.
- Process daily inbound fulfillment requests and ensure orders are shipped from our warehouse in a timely manner that provides customer satisfaction.
- Ensure quality assurance through the production process while being able to provide cost effective measurements that achieve customer satisfaction and exceptional business practices.
- Ability to multi-task, prioritize and manage your workflow effectively in a fast-paced environment.
- Handle customer complaints related to shipping discrepancies, product failure in field, inventory discrepancies and/or other complex inquires and ensure appropriate solutions and/or alternatives are successfully implemented.
- Manage assigned sales rep production schedule to ensure on-time deliveries.
- Manage large amounts of incoming phone calls and emails from customers.
- Perform other duties as assigned.
EXPERIENCE & SKILLS NEEDED
- Experience in manufacturing, production and distribution is required.
- Minimum 2 years’ experience in a customer service position is required.
- Experience working with sales team members is strongly preferred.
- Experience with the print industry is strongly preferred, but not required.
- Proficient in Microsoft Office Applications (especially Excel), CRM/ERP applications and Inventory database programs.
- Strong ability to plan, organize, prioritize and execute tasks with minimal supervision.
- Ability to develop and deliver multi-communicational methods that convey a clear message to your audiences.
- Ability to identify and analyze problems, provide creative solutions and then take effective actions.
- A strong willingness to learn through continuous improvement in order to prevent future problems.
- A fierce “can do” spirit that has the ability to operate in a fast paced, deadline-oriented environment while maintaining multiple requests simultaneously.
- A solid and reliable history of providing outstanding customer experience.
A FEW OF OUR AWESOME BENEFITS
- Annual Profit Sharing
- 401K with 4% Employer Matching
- Paid Vacation Days & 8 Paid Holidays
- Comprehensive Health, Dental & Vision Insurance
- Group Life, Short Term & Long-Term Disability Insurance
- Opportunities for Professional Development & Cross-training
- Regular Culture Building Activities
THE TEAM
Join our dedicated team of 50-60 members and seasonal workers, known for their exceptional craftsmanship and commitment. With an average tenure of 18 years, our team exemplifies loyalty and a strong adherence to our core values.
OUR CORE LEARNING VALUES
C: Can Do JPS Spirit
O: Outstanding Customer Experience
R: Respect
E: Extra-Dependable
L: Learning through Continuous Improvement
WITHIN ONE MONTH YOU’LL
- Partner and transition with the CSR Manager to complete your training on Job Ticket and Fulfillment Systems.
- Have developed relationships with our sales team who you will be working closely with on a daily basis.
- Be in lockstep with our production team for prioritizing time-sensitive projects according to customer needs.
- Be solely responsible for entering job tickets, fulfillment orders, scheduling production jobs, and managing customer inventory.
WITHIN THREE MONTHS YOU’LL
- Fully understand and able to implement the JPS Way of Process.
- Fully understand and able to implement Entrepreneurial Operating System (EOS).
- Regularly attending 1:1 meetings with your CSR Manager.
- Regularly contributing new ideas and perspectives by attending weekly L10 Meetings.
WITHIN SIX MONTHS YOU’LL
- Own your role as a CSR for JPS by managing all assigned customers/accounts confidently and independently with little to no guidance.
- Be expected to participate in identifying opportunities and areas of growth to help better streamline our processes for continuous improvements.
- Lead the way in proactively preventing problems before they occur by identifying and analyzing issues, providing creative solutions, taking effective actions & applying corrections to prevent future problems.
- Listing ID: 147726
- Company Name: JPS Books + Logistics
- Contact Name: Juliet Sharp
- Social Media Tags: Yes
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