Customer Service Representative

Job Description

Job Description

The Customer Service Representative provides service and support from estimate phase to shipment of custom label orders. The ideal candidate must be a detail oriented, dependable, professional, capable of working in a fast paced environment and able to handle complex interlinked activities and balance multiple priorities. The individual must be able to work independently or as a team. This position requires communication between customer service, production, sales, suppliers and customers.

Below is a list of some of the responsibilities of this position:

Develop and maintain accurate customer orders within LabelTraxx order processing system.

Maintain accurate customer order files and related documents.

Maintain a polite, friendly, tactful manner when handling customer complaints/inquiries via phone or email.

The CSR works both independently and collaboratively, serving as a key communication link between customers, sales, production, suppliers, shipping, and quality teams .

Process and track customer orders from estimate through shipping using established procedures.

Communicate with customers, via phone and email, regarding orders, pricing, transportation/logistics, etc.

Provide customers with order confirmations, available lead times and pricing upon request

Maintain effective communication between sales, marketing, manufacturing, and shipping to effectively respond to customer inquiries regarding product availability, pricing, and delivery requirements

Communicate with quality/technical representative regarding customer quality concerns

Communicate with production scheduler to meet customer’s delivery requirements.

Responsible for reporting customer complaints to the quality department.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Minimum of 2 years Customer Service experience - print industry preferred (flexographic/digital knowledge a plus)

Capable of managing multiple projects at one time and meeting required deadlines

Strong Communication, Organization Skills and Attention to Detail

The ability to work well under pressure

Good Conflict Resolution Skills

Strong interpersonal, organizational and time management skills and a proven commitment to customer service excellence are required

PHYSICAL DEMANDS / REQUIREMENTS: This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand as needed. This position requires walking up and down stairs as well as reaching above shoulder heights or below the waist. Lifting up to 15 pounds as required to file documents/job bags throughout the workday. Proper lifting techniques are required.

Position Type and Expected Hours of Work: This is a full-time position. Days and typical hours of work are Monday through Friday, 7:00 a.m. to 3:30 p.m. Employee may be requested to work overtime dependent on business needs.

Springfield Label is rooted in uncompromising integrity, quality and service. This was the philosophy of the partners—Herman Libowitz and Joseph Souvigney—when they founded the company with a single press in Chicopee, Massachusetts in 1963.
Having been located in Springfield, MA for the past 60+ years, Scott Libowitz is the 3rd generation continuing to honor the company’s founding philosophy while expanding its capabilities.

Company Description

Springfield Label is rooted in uncompromising integrity, quality and service. This was the philosophy of the partners—Herman Libowitz and Joseph Souvigney—when they founded the company with a single press in Chicopee, Massachusetts in 1963.\r\nHaving been located in Springfield, MA for the past 60+ years, Scott Libowitz is the 3rd generation continuing to honor the company’s founding philosophy while expanding its capabilities.