Customer Support Specialist

Company & Culture

Lewisburg Printing Company (LPC) enjoys a 125-year legacy of excellence and innovation in the graphic arts and is comprised of three divisions. LPC Tennessee in Lewisburg, TN creates high quality graphics for the corrugated packaging industry and also manufactures a full line of paperboard folding cartons for a wide variety of industry verticals. Huston Patterson in Decatur, IL joined the LPC family in 2022 and is a manufacturer of high-graphic printed materials. LPC Texas Visual is a designer and manufacturer of a wide variety of visual marketing products. LPC is a G7 Master Printer and has 350 Team Members in its three manufacturing locations.

The company is currently undergoing a transformation to widen our leading position in the markets we serve. We are evaluating and making significant investments in state-of-the-art manufacturing assets and the full digitalization of our business processes. LPC Leadership is passionately focused on building the right culture to support and accelerate our transformation, with safety the top priority. We are seeking talented, passionate people to join our efforts and build their careers.

THE ROLE

The Customer Support Specialist is responsible for establishing and maintaining profitable relationships with Customers on behalf of the company by taking complete responsibility for each Client contact and ensuring that all requirements are completely met.

As the Customer Support Specialist, you are the primary internal representative of our organization. You must convey to the Customer a sense of expertise in our printing services and capabilities, and you serve as a key educator to our community and customers.

You are a member of the Customer Service Team, and together you are accountable for meeting the monthly, quarterly, and annual revenue and sales goals of the company.

The sales and strategic marketing activities of your team will be designed to achieve these revenue goals. These in turn are key to meeting all of the company goals:

• Guarantee satisfaction and value for our Customer.
• Contributes to a work environment that fosters pride in being part of a winning team and promotes personal growth.
• Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.

You and your team are responsible for supporting the company vision and mission. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism.

Essential Duties And Responsibilities

(General Administrative)

• Communicate effectively with the Management Team, the Sales Team and the Production Team, informing and updating them regularly to guarantee that sales and customer objectives are met.
• Comply with all company safety requirements
• Follow systems and procedures outlined in company manuals.
• Participate as a key team player by supporting operations as needed.
• Follow all Customer Service Processes and Procedures
• Effectively present and discuss the products and services of the company in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
• Manage telephone calls professionally, efficiently and with good communication skills.
• Attend to Client complaints and concerns immediately and facilitate satisfactory resolution.
• Support the efforts of the Account Executives by conducting on-site and community-based presentations, seminars and education that promotes the image of our company as a leader in printing, and graphic services.
• Support Client Sales through service, education, and effective problem solving.
• Engage appropriate team members as needed.
• Other duties as assigned.

QUALIFICATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Good math skills.
• Excellent interpersonal skills and ability to work in a team environment.
• Ability to identify and meet customers’ needs and requirements.
• Strong attention to details, possessing a sales aptitude and interested in preventing errors and solving problems.
• Good sense of design and color.
• Must be computer literate and current on new technology.
• Must be hardworking, a self-starter and a problem solver.
• Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
• Exceptional phone and customer service skills.
• Positive and upbeat attitude.
• Ability to move freely throughout the building to gather information, materials, and authorizations.

Education And/Or Experience

Must have a high school diploma and experience in sales or customer service and/or experience in printing or graphic arts industries

WORKING CONDITIONS

• Standing for prolonged periods of time.
• Appearance at all times must represent the company image.
• Occasional lifting of up to 50 lbs.
• Work area may have fluorescent lighting and air conditioning.
• Moderate noise level.
• Exposure to ink and chemical fumes, and airborne particles such as paper dust and drying powder.
• Fast-paced environment: subject to numerous schedule and priority changes and short notice activity.

Other Skills And Abilities

Ability to read and comprehend job tickets, customer specifications, and memos. Ability to effectively communicate with other employees of the organization. The ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Requires the ability to operate departmental machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to handle, or feel. The employee must frequently lift from 10 to 50 pounds.

Specific vision abilities required by this job include close vision, distance, color vision, depth perception, and ability to adjust focus.