PDS Customer Service Representative, Virginia Beach, VA

Unprecedented customer service and unrivaled innovation make OfficeMax the one to beat in the office products marketplace. With over $8 billion in sales, over 40,000 associates and almost 1,000 superstores, 25,000 products and a range of business services, only OfficeMax is qualified to meet the needs of enterprise-level, mid-size and small businesses, and individual customers.




To positively contribute to the customer’s experience by ensuring unique customer requirements are met and that all orders produced by third party vendors are produced correctly and delivered on time at a reasonable price.

 

Responsibilities Include:
Demonstrate a Customer First perspective and fully participate in the Boundless Selling culture.
Able to closely manage individual customer accounts, understanding and reacting to unique customer demands and applications.
Able to learn specific customer file submission services as well as train customers on OfficeMax PDS programs as necessary.
Manage various vendors to provide reasonably priced, high quality print alternatives for clients.
Understand offset printing standards, pricing, job submission practices and turnaround times for multiple third party vendors.
Obtain specialty quotes and make vendor selections – ensure accurate calculation of prices and margins in all quotations and orders.
Monitor compliance to ordering procedures and vendor compliance to quality performance and on-time delivery.
Able to evaluate quality standards for offset print, specialty products and finishing and consistently apply them to every order. Handle returns and redos, resolving all specialty print order issues directly with the vendors.
Ensure vendors are selected and procured that offer competitive rates in order to maintain set standard profit margins.
Maintain all specialty print records and logs and handle all necessary invoicing approvals.
Maintain a clean and safe work environment, following established safety procedures in use of equipment and in handling product. 
Use appropriate telephone skills to call customers, couriers, outside vendors, Commercial Account Managers and call center personnel.  Able to route calls internally as necessary.
Able to read work order information to determine job specifications.  Must have the ability to follow written and verbal instructions and independently solve practical problems as they arise.
Able to multi-task in a fast paced production environment that is subject to constant changes in job duties and assignment.  Must be able to work in an environment with strict deadlines.
Work closely with the PDS Courier and Logistics Associate or Coordinator to ensure all customer requirements for delivery are met.
Able to work harmoniously and effectively as part of a work team. 
Perform all other tasks and assignments as requested by the PDS Production Center Manager/PDS Manager.


Must possess high school diploma or equivalent
Previous copy or printing background or strong customer service experience preferred
Handle customer inquiries/complaints in a courteous, professional, and complete manner
Demonstrate teamwork, professionalism and achievement of high levels of productivity
Handle multiple projects/tasks and meet deadlines; strong project management skills
Understand/operate computer systems and technology relevant to aspects of OfficeMax PDS operations
Demonstrate strong analytical and organizational skills
Able to use electronic communication devices during all working hours requiring a headset or device on/in the ear
Able to lift, move or carry medium-weight objects (up to 25 pounds)
Able to stand and move about for extended periods of time with only short rest breaks; reach, bend, stoop, etc.