Client Service Representative
FotoKem
Burbank, CAThis was removed by the employer on 12/18/2019 1:30:00 PM PST
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Full Time Job
FotoKem, a leading digital and film post-production facility in Burbank, is looking for a Client Service Representative to help support our dynamic and growing company. FotoKem provides creative and technical support to all major studios in Hollywood, and has been a respected part of the global filmmaking community since 1963. We are looking for an experienced and capable candidate who will work alongside the diverse family of employees in FotoKem's film laboratory, digital services departments and audio houses.
Job Requirements:
• Must keep up with a high volume of email and telephone communications; answering questions, processing requests, purchase orders, and provide reports when necessary in a timely manner.
• Must organize and process emails efficiently; creating email rules, filters, folders, and archives to facilitate the search of past email communications and the timely response of direct inquiries.
• Communicate with Clients to make sure their inquiries, requests and orders are fully understood and answered, providing reports and updates as to the status of their requests as needed.
• Processing Purchase Orders (P.O.) will require C.S.R.'s to research whether or not we have all of the necessary elements to complete the work; if any NEW elements will need to be created or requested from the client.
• Process client P.O.s, translating these into internal Work Orders (W.O.), making sure that the correct, and agreed upon, product codes are used, and providing the basic information required by the production team to be able to find the source assets and to clearly understand the job or service to be executed to satisfy the orders by the scheduled delivery date on the order.
• Monitor email transfer notifications to be able to support the tracking of the incoming and outgoing assets associated with the P.O.s and W.O.s.
• Understanding the client staging, production, and library folders structures on the servers and their associated retention policies in order to inform decisions to move assets to production or for safe keeping.
• Monitor all the W.O.s production schedule to make sure these are completed by the expected delivery date, and provide clients and management with status reports and/or justifications so that they can make arrangements in case there is a delay.
• Work closely with the production team and accounting teams to make sure W.O.s correctly reflect the resources spent to service the W.O. and help close W.O.s so that these can be invoiced promptly and accurately.
• Understanding of basic audio and video terminology describing the different types of source assets and deliverable end products as well as the associated workflows and processes offered by the company.
• Provide detailed ''hand-off'' instructions for other Client Service Representatives (C.S.R.) or members of the production team to ensure that W.O.s continue to be serviced and client inquiries resolved in their absence.
• Will be expected to offer help to other team members who might, on occasion, require it.
• Must be familiar with navigating computer file system folder structures, databases, and other search tools to be able to find the necessary source assets required to service the W.O.s.
• Will be tasked with frequent data entry tasks as well as to provide written documentation to support tracking, reporting, and general knowledge base for the department when necessary.
• Work closely with the team to raise awareness on matters that need to be resolved, supporting each other to make sure the quality of the work is maintained, deadlines are met, and that the clients are kept informed.
• All communications to clients and co-workers must always be polite and professional, and must demonstrate a high degree of tact.
• And other duties as assigned.
FotoKem is an equal opportunity employer. Principals only.