Client Services Representative

at  West Canadian Digital Imaging

WCD (formerly West Canadian Digital Imaging) is a leader in digital on-demand printing and information solutions, headquartered in Calgary, Alberta. We help our customers transform their business, empower their people, and share their story through our leading-edge technology, expansive network of resources, and entrepreneurial spirit. As a proud 70-year-old, Canadian-based private company, our rich history and deep roots in the community have forged lifetime relationships with clients, partners, and staff across Canada. We breed a caring culture centered on teamwork, excellence and creativity, and our diverse range of career opportunities support our people to expand their knowledge and grow their career. Join our team to be part of a growing organization with an entrepreneurial spirit.
The Client Services Representative (CSR) is a customer-loving member of WCD’s frontline team and key contributor to creating an exceptional experience, ensuring that all customers are led through a knowledgeable and consistent buying journey. The CSR is highly technical, print savvy, and is responsible for the successful execution of a project from project qualification and estimate management through to proofing, QC, delivery, and invoicing.
The CSR is highly organized, thrives interacting with customers and enjoys building good relationships and a strong rapport to promote loyalty and customer retention. Integral to the role is the ability to develop in-depth knowledge related to customer buying preferences and to consistently document customer information and history (i.e., pricing, specifications, preferences) in a centralized CRM/Order system. A strong comfort level using technology and working with an Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) platform is a required skill.
Working collaboratively with production, finance, marketing and sales teams, the CSR is an expert in WCD’s service offerings and capabilities, and will facilitate and effectively lead our customers through our project fulfillment process – from qualification and estimation, through to project oversight, delivery, and invoicing.
This is a high-paced, responsive, and collaborative environment, so a sense of “team” and “urgency” is a must. Strong communication skills, a calm and responsive nature, and the ability to instill trust and confidence when dealing with customers is essential to this role.
As a client-facing member of the WCD team, the CSR candidate will act as a brand ambassador for WCD, and exemplify our values of teamwork, integrity, excellence, bravery, creative, and we care.
Reporting Relationships
Upward: Team Leader, Client Services

SPECIFIC ACCOUNTABILITIES:

Client Services Delivery (90%)

• Delivers an exceptional customer experience by following a consistent process to successfully deliver client work in relation to budget, timeline, and specifications
• Thrives interacting with customers; enjoys building good relationships and a strong rapport to promote loyalty and client retention
• Has an in-depth understanding of WCD’s full range of services including digital print, direct mail, signage, and document imaging
• Effectively qualifies incoming customers’ needs while recommending solutions and services to address customer requirements
• Works in direct partnership with members of the Sales team to ensure customer inquiries are handled in a responsive and effective way
• Provides accurate and timely price estimates for customers
• Ensures all invoicing is completed and aligned to original estimate, proposals and/or purchase orders
• Promotes the value, timeliness, and effectiveness of the company’s services in order to maximize the % of inquiries that are converted to projects
• Uncovers the potential for larger opportunities and introduces additional resources (i.e. Sales, Subject Matter Experts) to the Sales process as appropriate
• Maximizes both the service level experienced by the customer and the revenue opportunity for the company
• Provides service and support to Managed Services customers and sites
• Works with production teams to schedule work effectively to meet deadlines, coordinate delivery of projects and effectively resolve customer challenges
• Provides overflow support on the front counter for retail or walk-in customers

Contribution to Corporate Initiatives (10%)

• Demonstrates strong team culture, work ethic, bias for action and behaviors consistent with WCD as an industry-leading organization
• Works cohesively with teams and business units across the organization
• Contributes to the resolution of critical business or customer issues
• Supports and contributes to corporate initiatives relating to customer process improvements or technology/system upgrades

Qualifications

Education

• Bachelor’s degree or diploma from an accredited program, with 2-5 years work experience in Customer Services or Sales
• Experience working in the print industry or within a print production environment is highly beneficial

Skills and Competencies

• Strong verbal and written communication skills – fluent in English
• People-oriented with an exceptional customer service work ethic
• Ability to think strategically and analytically at a high-level
• Strong relationship development skills
• Value based Sales skills – deliver a strong value proposition
• Understands how to lead a client through a successful creative design process
• Highly technical with solid understanding and comfort level working with computers and office equipment
• Detail-oriented, highly organized, and results-driven
• Able to multi-task and juggle different priorities at the same time
• Able to work effectively under short deadlines in high-pressure situations
• A team player who comes to work with a positive attitude

Please refer the Job description for details