Customer Service Representative

Job Title

Essential Job Tasks

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• First point of contact with customer's purchasing agent/manager.
• Manage assigned accounts while collaborating internally and externally.
• Fielding new customer calls and sharing product related information and Rohrer service abilities with the client.
• Discuss Rohrer services to customers by telephone, email, or in person.
• Make decisions as it relates to customers' needs and schedules.
• Enter orders in a timely manner with focus on accuracy matching customer PO, price, qty etc.
• Gather complaint information and enter into system for evaluation of resolution.
• Review artwork/designs from customers to prepare work orders for prepress, thermo tooling, design to have proofs, concept drawing, prototypes and samples made.
• Order color folders if necessary.
• Send proofs, die samples, color folders, mockups, and prototypes for approval.
• Enter specs for approved items (print & thermo) and obtain layouts for production.
• Process RFQ's per information provided by sales and the customer.
• Attend daily production meetings to share information with production (new projects, upcoming large orders, expedited request, etc.).
• Coordinate/manage internal kick off meetings to review new customer projects to ensure customer satisfaction.
• Initiate and manage timeline set for customer expectations (orders, new projects, RFQ's, inquiries, etc.).
• Contact customer with any issues or delays in meeting requirements including any shipping/freight issues that may arise.
• Prioritize production schedules based on customer impact.
• Responsible for inventory management.
• Manage CIA account processing and assist with past due collections.
• Foster a culture based on Rohrer's Core Values (see KSA's below).
• Other duties as assigned.

Qualifications and Education Requirements

• High School Diploma: College degree preferred
• 3-5 years of customer service and/or 3-5 years of experience in project management
• Knowledge within packaging and manufacturing industry and having printing and thermoforming training preferred
• Background in LEAN preferred

Knowledge, Skills and Abilities

• Exemplify Rohrer's Core Values: Ownership – Act with accountability, sense of urgency, and shared risk.
• Creativity – Challenge the status quo with ingenuity and resourcefulness.
• Collaboration – Strive for and actively participate in a cross-functional, team environment.
• Authenticity – Present ourselves as genuine and honest to build trust, respect and credibility.
• In-depth knowledge of the project management process
• Excellent verbal and written communication with the customers well as strong interaction with sales staff, supervisors and plant employees
• Ability to communicate professionally at all levels of an organization (internal/external)
• Exceptional organizational skills, strong attention to detail, task completion and multitasking skills
• Exceptional teamwork attributes
• A strong desire to help others along with outstanding people skills (CUSTOMER OBSESSED)
• Strong leadership qualities with a focus on customer obsession
• Capable of setting timelines with goals and communicating with all Rohrer team members to reach goals accurately
• Able to successfully manage and distribute work to appropriate team members to process work efficiently
• Thorough knowledge of all aspects of traditional packaging such as printing, thermoforming, heat seal trays and finishing processes with an understanding of interactive workflow
• Able to work in a fast-paced environment, be a flexible thinker and enjoy challenges
• Strong problem-solving and decision-making skills to handle customer complaints/issues
• Independently solve problems with little supervision
• Capable of cross-training with all Rohrer team members

Additional Notes

• Career Advancement → Customer Care Manager, Corporate Customer Care Director
• Days: Monday - Friday
• Hours: 8:00 AM - 4:30 PM

Compensation for this position can be up to $60,000 per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors. We are committed to fair and equitable competition practices.

Travel Required: Yes.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.