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
II. Specific Duties, Activities, and Responsibilities:
¿ 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
¿ 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
¿ May compile job ticket/bag contents prior to release to
¿ 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
¿ 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
¿ Works to creatively resolve customer issues promptly and
accurately in a manner that will retain and promote customer
¿ Immediately contacts customer upon knowledge of shipment
¿ Address credit related issues and disposition of aged
¿ Initiate tracers and provides additional shipping information as
¿ Compile and submit as requested from external or internal
customer reports such as status report, WIP or finished goods
¿ 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
¿ 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
¿ 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
¿ Other duties as assigned to support operations and strategic
III. Position Requirements:
Reports to: Customer Service Manager
¿ Minimum High School diploma, College degree preferred
¿ 3-5 years of Customer service experience in a manufacturing
¿ Customer focused and driven ¿ proven ability to provide
consistent high quality professional support.
¿ Must demonstrate good judgment with the ability to make quick,
¿ Professional and articulatecommunication skills (written and
¿ 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
¿ 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
¿ Requires strong organization and record keeping skills.
¿ Strong time management skills are necessary with the ability to
¿ Usage of Microsoft office software required.
¿ Experience with order management systems and accurate data
¿ 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.