Customer Service Representative - Direct Hire

Location: Indianapolis
Posted on: January 14, 2021

Job Description:

I. Essential Functions:

Provide customers with the highest level of quality service and support assuring prompt, courteous and professional attention to all inquiries. Under the direction of the Customer Service Manager, manages assigned accounts for day-to-day order entry activities and direct customer communications. Acts as liaison for customer between all manufacturing and support departments per established processes and procedures.Works closely with Sales to assist in relationship strengthening and ongoing management of accounts to promote long-term loyalty and financial growth. Supports organizational strategy, values and policies through all activities.

II. Specific Duties, Activities, and Responsibilities:

Responsibilities Include:

¿ Promptly and professionally responds to customer inquiries concerning product availability, pricing and orders status via oral or written communication

¿ Receive customer orders via telephone, fax, mail or electronically and diligently and accurately enter data required to generate a manufacturing factory order

¿ Build and maintain effective working relationships with customers and within facilities

¿ Review new graphic files and provide work instructions to pre-press.

¿ Accurately read, interpret and communicate information from customer specifications to other departments or enter into current specification management system.

¿ May request ink matches to be submitted for approval to customer

¿ May compile job ticket/bag contents prior to release to manufacturing

¿ Provide customer with written order acknowledge within a specified timeframe to promote customer satisfaction and order accuracy. Verifies and acknowledges customer PO for accuracy of terms (payment and shipping), pricing, specifications, and delivery date.

¿ Participate in production/scheduling meetings and provide timely updates on order status to customer.

¿ Actively participate in New Business Meetings to project the voice of the customer and relay pertinent information regarding item specifications and timing requirements.

¿ Contacts customer if information or approvals are incomplete to support customer delivery requirements.

¿ Provides customer with formalized quotations of new items or projects.

¿ Works to creatively resolve customer issues promptly and accurately in a manner that will retain and promote customer loyalty.

¿ Immediately contacts customer upon knowledge of shipment delays.

¿ Address credit related issues and disposition of aged inventory

¿ Initiate tracers and provides additional shipping information as required.

¿ Compile and submit as requested from external or internal customer reports such as status report, WIP or finished goods reports.

¿ Accurately and promptly relay information to operations, quality and sales of any customer quality issues

¿ Ensure understanding of customer applications and needs. Maintains up-to-date knowledge of complete product offering and services.

¿ Proactively solicits new orders/quotes with existing customers promoting products and services in all lines: cartons, inserts, and labels. Recognizes and responds to cross-sell opportunities and notifies CS Manager and Sales of such opportunities to support growth efforts.

¿ Communicates with sales and operations concerning customer trends or potential issues.

¿ Recommends and assist with implementing process improvements. Supports lean activities as required.

¿ Works effectively and supports the team environment to accomplish department responsibilities and goals.

¿ Performs necessary housekeeping duties to maintain a clean, safe, and organized working environment. Maintains an organized and easily accessible filing system.

¿ Provide back-up as required within the Customer Service Department

¿ Other duties as assigned to support operations and strategic growth.

III. Position Requirements:

Reports to: Customer Service Manager

Education/Experience:

¿ Minimum High School diploma, College degree preferred

¿ 3-5 years of Customer service experience in a manufacturing environment

Knowledge/Skills Requirements:

¿ Customer focused and driven ¿ proven ability to provide consistent high quality professional support.

¿ Must demonstrate good judgment with the ability to make quick, sound decisions.

¿ Professional and articulatecommunication skills (written and verbal).

¿ Effective listening skills.

¿ Creative thinker with problem solving skills.

¿ Ability to work in a fast-paced, team oriented environment.

¿ Must be detail oriented

¿ Must possess the ability to work independently as well as a part of a team while maintaining a professional and positive attitude.

¿ Must be self-motivated with the ability to initiate and follow through on assignments.

¿ Must be able to communicate effectively and work effectively with various departments and levels within company and customer organizations.

¿ Requires strong organization and record keeping skills.

¿ Strong time management skills are necessary with the ability to multi-task.

¿ Usage of Microsoft office software required.

¿ Experience with order management systems and accurate data entry

¿ Basic mathematical skills required

IV. Physical Demands:

Individuals will need to sit or stand as needed. May require walking primarily on a level surface for periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required. May include lifting up to 25 pounds.

V. Work Environment:

The performance of this position may occasionally require exposure to the manufacturing areas where the use of personal protective equipment such as hearing protection may be required. Customer Service Representative may be required to the remove personal items such as jewelry, rings, bracelets, watches, necklaces, and earrings in manufacturing areas in conjunction with local operations safety policies. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Minimal travel may be required.

Keywords: , Indianapolis , Customer Service Representative - Direct Hire, Administration, Clerical , Indianapolis, Indiana