Customer Service Representative

Job Description

Job Description

AWT is a leading manufacturer of custom labels, flexible packaging, and precision converting solutions servicing Healthcare, Consumer Brand, and Technology clients worldwide. AWT employs nearly 650 associates and operates facilities in Minneapolis, MN (Headquarters), South Elgin, IL, Hauppauge, NY, Grand Blanc, MI, Anaheim, CA, Ottawa and Toronto, Canada, Winston-Salem and Garner, NC. AWT is the trusted partner for leading brands, delivering comprehensive, innovative, and sustainable solutions with exceptional quality, expertise, and responsiveness. More information about AWT can be found at

AWT offers comprehensive benefits including medical, dental, vision, life insurance and other voluntary supplemental insurance coverages, HSA, 401k with match, holidays and paid time off.

AWT has the following position open in our South Elgin, Illinois location: Customer Service Representative

Work Schedule is Monday - Friday - 8:00 am - 4:30 pm

General Description of Job

To effectively convey order and or product information to customer, process orders, maintain inventories, resolve customer complaints, special projects.

Job Responsibilities

• Primary contact between customer, planning, sales, manufacturing and scheduling

• Reviews accuracy of customer’s P.O. and specifications against quote to ensure efficient, cost-effective manufacturing; correct and communicate discrepancies

• Communicates agreed upon ship date to customer and communicates with customer and sales concerning job status as appropriate

• Documents all job changes and communicates accurately and in a timely manner; communicates pricing changes to customer

• Ensures that customer contact is satisfied with service and communication (internal and external)

• Initiates job orders and ensures that information included in the job order is complete and accurate

• Ensures that necessary information and data is provided for all functional areas as appropriate

• Manages customer owned inventory (materials and finished goods) communicating with shipping and customer to ensure that requests/orders for finished goods are processed in an effective and timely manner

• Works with production planning to ensure jobs are planned profitably based on contract or other agreed to criteria

• Follow ISO SOP’s as trained

• Resolves credit and quality issues

Provides documented feedback to sales and quality on any customer complaints to ensure they are addressed and resolved in a timely manner; follows through appropriately with customer to ensure that the customer knows we have taken the feedback seriously and are working to resolve them Ensures that the customer is asked the right questions to gather information needed for providing quotes, quality requirements and pricing, and that the information is included on the request for quotes

Communicates quoted price to customer in a timely manner

- Ensures that quotes are filed and easily retrievable; when possible, similar quotes should be referenced to assist the estimator/job planner

Actively participates in the quality and process improvement initiatives.