Since 1959, The EPI Group has been an established and respected business partner to some of the best known brands in the world, including Fortune 500 companies such as JP Morgan Chase, The Kellogg Company, Stryker, and Ford. EPI provides offset and digital printing, material distribution, eCommerce development, hosting and fulfillment, promotional products, promotion fulfillment, kitting and assembly, contract packaging, direct marketing, business intelligence, advertising, brand marketing, event graphics and staffing services.

Our Core Values

1. We Are Client Focused

2. We Do Whatever It Takes

3. We Are Problem Solvers

4. We Are Candid and Respectful

5. We Succeed As a Team

6. We Aim To Grow

7. We Believe Fun Matters

Job Summary: Customer Service Representative (CSR) – Letter Shop

The Customer Service Representative serves as the primary contact for Account Managers/Sales Reps and external customers. The CSR’s primary responsibilities include communicating customer requirements to the production staff via job tickets, art files, proofs and/or other documents and approvals; overseeing client projects through completion. The CSR is tasked to address and resolve concerns, inquiries and complaints via email/phone and chat in a timely manner, with a high level of professionalism. The CSR is proactive and solves problems before they become escalated and provides services that exceeds both company and customer standards.

As the Customer Service Representative and a member of the Production Team, you are accountable for:

· Meeting department production and quality goals as well as providing value to our customers

· Playing a key role in meeting the company wide profitability and customer satisfaction goals

· Contributing to a work environment that fosters pride in being part of a winning team and promotes personal growth

· Following systems and procedures outlined in the company manuals, procedures and work instructions

· Complying with all OSHA safety requirements

· Complying with all Data and Information Security policies

· Complying with FSC Chain of Custody requirements

· Comply with food safety regulations as required at EPI locations inspected by AIB

Responsibilities and Duties:

General and Administrative

· Communicate effectively with the general manager, the account manager, and the production team, informing and updating them regularly regarding customer requirements/change in customer requirements to ensure that customer objectives and sales are met

· Maintain a professional appearance and demeanor that reflects the company’s commitment to quality, continuous improvement and respect for individuals

· Participate as a key team player by supporting operations as needed

· Learn and understand all relevant phases of EPI operations. Who does what and why? How does it affect the customer?

Customer Service

· Accurately originate and subsequently make changes to job tickets – dates, quantity, shipping information, etc.

· Organize workflow to meet customer deadlines

· Assist every customer and process customer orders in a courteous, efficient and timely manner

· Use good communication skills to manage telephone calls and email communications professionally, efficiently

· Attend to customer complaints and concerns immediately, and facilitate satisfactory resolution

· Coordinate with other suppliers; develop a thorough understanding of the network of EPI suppliers, both internal and external

Sales and Marketing

· Support the efforts of the account manager

· Support customer sales through service, education, and effective problem solving; involve appropriate team members as needed

· Support strategic sales plan and marketing strategies outlined by the sales team

Required Qualifications:

· Legal ability to work in the United States

· High school diploma/GED with experience, vocational/technical certification or equivalent work experience/on the job training

Desired Qualification:

· Experience in sales or customer service and/or experience in printing or graphic arts industries.

· Excellent command of the English language in both written and oral forms

· Ability to identify and communicate customers’ needs and requirements (even when difficult)

· Knowledge of relevant computer applications

· Highly organized, able to multi-task, in a fast paced environment

· Self-starter and problem solver

· Good sense of design and color

· Good math skills.

Working Conditions:

· Standing and/or sitting for extended periods of time - up to 8 hours or more per day

· Occasional lifting of 5 or more lbs.

· Work area may have fluorescent lighting and air conditioning

· Moderate to loud noise level

· Exposure to ink and chemical odors, and airborne particles such as paper dust and drying powder

· Fast-paced environment: subject to numerous schedule and priority changes and short-notice activity

· Repetitive typing

Additional Duties:

This job description in no way states or implies that these are the only duties to be performed. You will be expected to follow any other job-related instructions and to perform other job-related duties as requested by your supervisor.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Battle Creek, MI 49037: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)
• Phone etiquette: 1 year (Preferred)

Work Location: One location

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