Customer Service Representative

Position Summary

To be the liaison between external customers and the Mactac organization regarding the processing, follow-up and expediting of all orders from initial placement to actual delivery. Serves as a customer champion and ensures customer satisfaction in all dealings with Mactac.


Excels at the below duties and responsibilities. Requires minimal management support and supervision to handle all issues. Applies strong technical knowledge, communication skills, problem solving and decision making. Establishes and fosters positive customer relationships. Works effectively with team members, peers and management. Is recognized as an expert in all facets of the CSR role. Has a positive and flexible attitude. Handles accounts of high complexity and/or dollar volume in executing customer requirements.

• Education: HS Diploma/GED with over 5 years of experience, OR an Associate's degree in a business related field with a minimum of 3 years of experience, OR a Bachelor's degree in business or related field with a minimum of 1 year experience.
• Required Experience:
  • Customer Service experience in manufacturing preferred
  • Advanced Microsoft Office experience required
  • ERP Experience preferred
  • Exceptional problem solving and analytical skills

Duties & Responsibilities

• Receive and process customer orders while screening information for accuracy and completeness. Includes detailed instructions for orders as appropriate to process, manufacture, package, ship and deliver orders based on customer needs and operations capabilities. Strives for accurate order and data entry.
• Continually monitors customer order progress throughout the manufacturing operation. Advises customers and sales of any significant delays while providing alternatives to fulfill customer expectations.
• Track and expedite orders as needed.
• Acts as liaison between Mactac departments, including sales, marketing, supply chain, logistics and operations. Works in a positive, effective, collaborative and cooperative manner with internal and external customers.
• Serves as a customer champion when interacting with other functions, maintaining a strong understanding of the customer base.
• Utilizes problem-solving skills in a proactive manner to communicate customer issues to appropriate parties.
• Research and resolves order discrepancies and communicate details to those who can provide corrective action. Works to ensure little to no impact is felt by the customer.
• Manages customer complaints and works with customer, sales, claims and any other appropriate parties to resolve issues in a manner satisfactory to the customer.
• Cross-train to be fully functional on the desk of team members and assist as workload dictates.
• Stays abreast of new developments. Is aware of competitive offerings and cross references.
• Participate in departmental meetings. Attends offered meetings and training opportunities as requested or required.
• Maintains customer profiles in current systems. Updates customer card notes to ensure cleanliness and accurate details for all who access this information.
• Utilizes company CRM and ERP systems as required.
• Actively contributes to the company's continuous improvement efforts by identifying recurring issues and trends to leadership, provides feedback and suggestions to increase efficiency and customer satisfaction as well as collaborating with cross-functional teams to develop and implement new procedures and tools aimed at improving service.
• Works closely with Sales Rep to ensure the overall customer experience is positive and world class.
• Occasional travel to company and customer facilities, as well as offsite meetings. Approximately two to four times per year.
• Performs miscellaneous duties for projects and events as requested.

Other duties as assigned by management.

Scope:

• Management Responsibilities Level: None
• Physical Requirements: Ability to sit/stand at a desk for extended periods of time.

Work Authorization: Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

• Relocation Eligibility: Ineligible for relocation
• Travel: Up to 5%

Company Overview:

• For over 60 years, Mactac has been a leader in the pressure-sensitive adhesive (PSA) industry, offering a full range of adhesive solutions, including acrylic, rubber, hot melt, solvent, emulsion, and UV technologies. As a vertically integrated company with six specialized divisions, we serve diverse markets such as label printing, packaging, retail display, automotive, medical devices, and more. Built on a foundation of innovation, integrity, and reliability, Mactac delivers world-class technology and customer service to provide the best solutions for your adhesive needs.

Disclaimers:

• The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.

We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or Mactac and affiliated employees.