Customer Service Representative

Job Purpose

As the Customer Service Rep, you will provide professional customer service to both internal and external customers, as well as collaborate with customers to resolve issues. On our team, you'll have the support to excel at work and the resources to build a career you can be proud of.

Duties and Responsibilities

• Manage customer inquiries which includes processing orders, requests, tracking shipments, obtaining freight quotes, answering billing and invoicing questions, and resolving complaints.
• Manage returned goods process and resolution for customers.
• Recognize and resolve documentation errors.
• Work with Finance department on credit holds and short pays.
• Process over, short, and damaged freight and related documentation for customer resolution.
• Use all available resources to provide efficient and accurate solutions for customer service requests.
• Respond timely to in-coming customer calls and return customer calls as needed.
• Work in partnership with Operations, Sales, Accounting, and other departments to deliver customer satisfaction.
• Maintain a calm and respectful approach to addressing customer issues.
• Support existing customers with pricing, lead times, order status, backorders, open order and change reports, and expedites to ensure customer satisfaction.
• Develop corrective and preventive action plans, working with the Customer Service Supervisor as needed.
• Follow up regularly with customers about customer satisfaction and level of service. Communicate customer feedback to management to develop processes for better servicing of customers.
• Implement and monitor forecasting and stocking programs as put in place by the Sales and Marketing team.
• Align allocation priorities to sales orders to ensure delivery timelines are met in the most efficient manner.
• Collaborate with Supply Chain, Operations, Warehouse, Product Management and Customer Service Management on order confirmations, expedites and escalations, ensuring proactive, consistent, and timely communication to the customer.
• Additional duties as assigned by management.

Qualifications

• HS Diploma and GED Required
• 5+ years of customer service or equivalent combination of education/training in a manufacturing / industrial environment.
• Strong computer and typing skills
• Experience with Microsoft Office
• Experience with Epicor ERP system a plus
• Experience in training of new Customer Service employees
• Strong customer focus, relationship building, and verbal and written communication skills.
• Is highly self-motivated, energetic, creative, and personable
• High attention to detail to ensure information is processed accurately.
• Strong problem-solving skills to address issues with good judgment and available resources.
• Desire to help others and be a team player.
• Proven track record of demonstrating self-motivation, independent thinking and problem-solving.
• Strong interpersonal skills, including the ability to communicate effectively and professionally with customers as well as with as all levels of the organization.
• Ability to 'think outside the box' and to have a proactive mindset.
• Quickly acquire knowledge on the product lines supported.
• Display high sense of urgency to quickly find solutions.

DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) - the world's largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer's specific business goals and objectives-backed by the quality and reliability today's customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.