Customer Support Representative

The following position description is established by the Company to outline the basic requirements, duties, and responsibilities of the Customer Support Representative whose work as project coordinators and interactions with the customers is integral and indispensable to the Company's business. The Company has the right to amend or modify this job description at any time in its sole discretion.

Job Summary

The position of Customer Support Representative performs duties directly related to the Company's general business operations, exercises independent judgment in the coordination of projects from beginning to end, including providing technical support on film structures and packaging design, clearly communicates specialized technical packaging information, and exercises independent judgment on projects and customer support to positively affect the growth of business.

Essential Duties

The following duties are an overview of the primary duties and responsibilities of the Customer Support Representative and should not be considered an all-inclusive list:

1. Coordinates all aspects of projects beginning to end, including providing technical support on film structures and packaging design.

2. Interacts with customers on matters of significance to the Company.

3. Relies upon specialized knowledge of film chemistry and Company's products and services to produce results for the customer and Company.

4. Ability to use independent judgment to assess and build positive customer relationships, and be proactive in asking key questions to determine and meet customer needs in a timely fashion.

5. Communicates key business transaction information with customers via telephone and email, including handling of all customer inquiries for the accounts assigned.

6. Interacts professionally with customers while building strong rapport and ensuring customers' needs are met.

7. Enters and tracks quotes, orders, samples, etc. using Flair approved software. Follow up on quotes on regular basis until order is received or opportunity deemed lost.

8. Follows up on quotes and orders using an understandable system that can be assumed by others in the office using a system similar to Flair’s Standard Operating Procedures (SOP). Provide feedback to customers and uses good judgment in order to facilitate customer satisfaction with Flair’s service.

9. Gathers and sends samples to customers. Uses good judgment in sample selection facilitating business growth through communication using produced product samples.

10. Enters analysis requests as required and follows through to completion and transmittal of information to customer or sales representative and maintain good records utilizing Flair approved software in the method defined by Flair.

11. Sends credit applications and all other appropriate forms to new customers and ensures that credit is approved before orders are entered.

12. Sends art requirements and Flair’s FTP site information to new customers.

13. Acts as coordinator for the artwork process and serves as point of communication for customer on all aspects of art process.

14. Enters claims as required and follows through to close of claim. Maintains record of claim in approved company software.

15. Communicates with other departments as required to keep projects on track.

16. Comprehends and follows directions.

17. Uses good judgment to locate information for customers, use personal knowledge of film to advise customers on packaging needs. Clearly communicates that with customers in a positive manner that reflects the Flair philosophy of exceeding customer expectations for excellent customer support.

18. Learns and understands basic film structures and packaging, and continually strives to expand knowledge of the flexible packaging industry. Communicates and shares that knowledge with others.

19. Interacts professionally and clearly communicates with colleagues in other offices.

20. Maintains records of all inquiries, orders, etc. in Flair approved software with appropriate documents attached and maintain hard copies of inquiry records as appropriate.

21. Performs job in an organized manner so that other customer support representatives can easily assume duties during an absence. Follow Flair SOPs as defined by team leader/manager.

22. Assists as needed in the organization of samples and sample room.

23. Assists with mailing and assembling training materials as needed.

24. Attends training sessions and comprehends training materials and subject matter. Understand and act in accordance with the company's policies and standard operating procedures.

25. Uses tact, discretion, and initiative.

26. Demonstrates continuous effort to become more proficient in duties, improving operations, streamlining work processes and working cooperatively to provide quality customer support.

27. Develops and maintains positive, effective working relationships with others.

28. Works well in a progressive, team-oriented environment.

29. Has a positive attitude and is a self-starter.

30. Develops and maintains good working relationships with the sales managers and/or sales representatives you are assigned.

31. Performs such other duties as may be assigned by the Customer Support Manager from time to time.

Safety Responsibilities

All Flair employees are required to be an active safety participant at Flair by:

1. Attends required safety training sessions

2. Reports accidents and near misses in a timely fashion

3. Reports any safety concerns to a designated safety team leader

4. Takes reasonable care for their own health and safety

5. Watches out for the safety of co-workers

6. Follows Flair’s work safety rules and procedures

Food Safety Responsibilities

1. Employees shall report all problems with the food safety management system to the responsible person(s). Responsible personnel shall have defined responsibility and authority to initiate and record actions.

2. Employees shall understand the Food Safety Policy, GMP’s, HACCP Principle and Food Safety Standard.

Required Training, Experience, Licenses and Certifications

In addition to performing satisfactorily all the duties and responsibilities of the position, an individual in this position must possess and maintain the following knowledge, skill, qualifications and/or abilities:

1. Bachelor’s degree or equivalent.

2. Possess and maintain a valid driver's license and satisfactory driving record.

3. Understanding of basic film chemistry.

4. Must be able to speak, read, write and understand the English language at a level adequate to perform job functions.

5. Ability to apply safe practices and procedures for performing the essential functions of the job.

6. Ability to apply logical thinking to solve problems or accomplish tasks.

7. Ability to understand and follow oral and written directions promptly and accurately.

8. Ability to establish and maintain effective working relationships with a variety of individuals.