Customer Service Representative

Job Description

Moore is a data-driven constituent experience management (CXM) company achieving accelerated growth for clients through integrated supporter experiences across all platforms, channels, and devices. We are an innovation-led company of 5,000 people that is the largest marketing, data, and fundraising company in North America serving the nonprofit industry with clients across education, association, political, and commercial sectors.

We're currently seeking a dependable and customer-focused Customer Service Representative to join our team on a full-time basis. This role is responsible for providing exceptional customer support, ensuring accurate documentation, and assisting with daily office operations.

Responsibilities:

• Working with a team of CSRs and other departments to find appropriate solutions.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Provides seamless full-service production coordination, from beginning to end, as the primary internal point of contact for the customer, sales, production, and administration. Customer Service is ultimately responsible for achieving this goal regardless of the level of support provided by sales and/or production.
• In conjunction with the sales representative obtains job information from customer that is complete, concise, current, and in writing. When instructions are required in addition to the estimate and are not provided by the customer a brief written confirmation of instructions is provided to the customer for confirmation.
• Works in collaboration with Prepress and Data Processing departments to review proofs as needed. (New or complex work, changes).
• Develops key relationships with internal resources to assist with problems.

Duties/Responsibilities:

• Uses CRM continuously to monitor and update customer needs and expectations.
• Notifies everyone with the "need to know" (Sales Representative, Customer, Production, etc.) if there are changes, if schedules are off, or if customer expectations can't be met.
• Escalates to Supervisor or Production Manager, when necessary if schedule changes or problems occur.
• Reviews reports, QA Letters, M/P, and inventory.
• Reviews QC checklists and Customer SOP.
• Enters, on an ongoing basis, any relevant