Digital Print Contact Center Customer Service Processor

Staples - Elgin, IL

Position Summary:

 

The Order Processor is part of the COA team. The Order Processor Role will primarily focus on processing orders that are pre-configured, or “clean,” and routing them to the appropriate production facility. This subset of orders should require very limited knowledge of digital print.  The Order Processors will field, asses, and direct all inbound calls to the COA desk. The Order processor will need to utilize all available Staples order systems, as well as understand how & who to contact at each Production Facility, to allow them to effectively answer inbound inquiries from Partners/Customers. They will work directly with the Retail store teams on orders routed to the Production Facilities. The Order Processor will also be responsible for all post production administrative responsibilities. 

 

Customer Service:  

• Excellent phone and communication skills
• Primary team fielding inbound calls
• Monitor COA email queue, and distribute to appropriate team member
• Ability to utilize multiple order entry and tracking systems simultaneously
• Ability to handle multiple priorities; shift between job functions i.e.: data entry, handling customer inquiries, etc
• Answer phones, monitor emails, respond to store inquiries, and/or accept and transfer correspondence to appropriate parties; Follow up with Partners/Customers over inquiries, order change requests, etc
• Complete all post production administrative functions. Tracking info, Procure, etc, Complete/Close. This must be done no later than 6:00 am the day after an order is completed
• Guide and educate Store Associates and Sales Team members on order entry guidelines, and specifically where to find the appropriate assistance/training

Job Ticketing & Routing:

• Make minor edits to Solution Builder job tickets
• Insure all due dates, shipping details, and special instructions have been reviewed and clearly noted
• Utilize Order Routing Matrix to determine appropriate Production Facility
• Print tickets to appropriate Production Facility
• Name files to standard naming convention, and save to server
• Enter transfer orders into Nowdocs as necessary

Skills:

• Experience managing multiple priorities; job functions
• Attention to detail a must; Sound organizational skills
• Demonstrated ability in a position that required solid negotiation and relationship building skills 
• 2-4 years’ experience in a Customer Service or Office Administration Role
• Ability to read & interpret instructions, identify problems/missing information and address them proactively

 

Basic Qualifications:

• 2-4 years’ experience in a Customer Service or Office Administration Role
• Computer Skills:  Microsoft Office, Acrobat

Preferred Skills:

• 1  years’ experience in a Digital Copy & Print or Manufacturing environment

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Posted: 30+ days ago

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