Client Service Representative

The Client Service Representative (CSR) is responsible for providing customer service and support for TSG clients, and internal support and assistance for TSG sales personnel. The CSR must communicate effectively with other internal teams and external vendors to ensure deadlines, delivery dates, and service level agreements are met. The CSR may aid the sales team in the areas of product sourcing, order entry, project management, and account management, depending upon specific account/sales team needs.

Responsibilities

• Provide sales support and assistance to designated TSG sales personnel.
• Support clients’ needs regarding quotes, order status, tracking, order issues, returns, etc.
• Respond to customer inquiries in a timely manner (within 4 hours or as defined per Service Level Agreement (SLA)).
• Order Entry: manual entry when required, including inventory replenishment orders.
• Track projects as needed to ensure deadlines and SLAs are met.
• Work with TSG A/P Team and Vendors to resolve discrepancies and close orders.
• Follow up with clients on past due invoices as needed.
• Resolve pricing discrepancies immediately and if part of a program, seek to fix the root cause.
• Monitor open order reports and work with A/P Team & vendors to ensure orders close timely.
• Answer basic product and service questions as well as account specific inquiries.
• Ensure client data in Client Relationship Management (CRM) System and Client Desk Guides are maintained and current.
• Additional duties as needed.

Qualifications

• Proficient in Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
• Experience with Windows OS and basic understanding of computer operation.
• Ability to communicate clearly and professionally with clients, vendors and internal team members via email, phone, video conference, and/or in person.
• Prioritize tasks effectively and pivot in a fast-paced, deadline driven environment.
• Demonstrated ability to ensure information is complete and accurate; and following up with others (on own work or that of others) to ensure that commitments have been fulfilled.
• Ability to manage multiple projects or tasks occurring concurrently.
• Works well independently and as a member of a team, taking initiative and ownership.
• 2+ years of client support experience in marketing, purchasing or sales preferred.
• ASI, SAGE and print industry knowledge a plus.

Education

High School diploma or equivalent

Working conditions

• Physical presence in the office may be required for on-site collaboration with manager and/ or team members.
• Travel may be required.

Physical requirements

Must possess mobility to work in an office setting and use standard office equipment, including a computer, stamina to maintain focus despite interruptions, strength to lift, and carry boxes weighing up to 10 pounds to a height of 48 inches; vision to read printed materials and a computer screen, and hearing and speech to communicate in person and over the telephone. Must be able to sit for long periods of time utilizing computer keyboard and mouse.

• The marginal functions of this position have not been included. This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any additional job-related duties as requested by the supervisor.

Pay: $50,000.00 - $60,000.00 per year

Work Location: Hybrid remote in Pleasanton, CA 94566