Customer Service Representative

Customer Service Representative

The Customer Service Representative will play a crucial role in supporting the sales cycle by facilitating customer orders for products via order entry and basic account servicing. The ideal candidate will have excellent technology and communication skills and a passion for customer service. Previous experience working in a manufacturing or similar environment is a huge plus. This position reports to the Manager, Customer Service.

Responsibilities:

• Speaks directly with internal and external customers collecting customer information and product specifications.
• Receives purchase orders from customers via email, fax, or telephone. Reviews all aspects of the order before accepting order and confirming.
• Processes new purchase orders into the system specific to individual job and customer including any delivery or shipping requirements Notifies all pertinent plant personnel of any special orders around purchasing, production or rush orders always maintaining clear and fluid communication.
• Routes supplies, job jacket and materials such as paste-ups, artwork, copy, film or prints to work areas to put job order into production.
• Routes inquiries and complaints in a timely manner exhibiting excellent service and follow through.
• Prioritize workload as necessary, which may require selecting from several alternatives to best meet the needs of the business.
• Receives tickets for shipped or delivered products and begins billing process; verifies shipping report against packing lists and reviews Customer Transaction Report.
• Must exhibit consistent desire to go above and beyond to ensure customer expectations are being met and exceeded.

Key characteristics we are looking for:

• Problem Solving: Identifies and escalates problems in a timely manner; Gathers and communicates information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Initiative: Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.
• Customer Focus: Recognizes potential customer problems, escalates, and solicits help when needed; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Conflict Management: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork and Collaboration: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Qualifications and Experience:

• One to two years related experience and/or training; or equivalent combination of education and experience.
• Strong technical understanding of label / packaging production.
• Proven process discipline.
• ERP proficiency - Label Traxx preferred.
• Ability to adapt to new processes and structure.
• Previous experience in a manufacturing or similar environment is preferred; printing or packaging industry experience is a huge plus.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, vendors and customers.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to read and interpret ruler, scales and other measurement devices.
• While performing the duties of this job, the employee is regularly required to sit and talk. The employee is occasionally required to stand and walk.
• Hourly Range: $22.00 - $30.00