Customer Service Representative

Responsible for managing all customer orders from receipt of the Purchase Order to shipment of the product.  Track customer orders to ensure we meet on-time delivery by following through with gathering specification details, proper artwork set up and processing, order entry and maintenance, scheduling/production, and arranging shipment.  Communicate internally any issues with meeting customer requirements.  Effectively communicate with the customer to build a good relationship and develop a 100% on-time service level.

SUMMARY

Responsible for managing all customer orders from receipt of the Purchase Order to shipment of the product.  Track customer orders to ensure we meet on-time delivery by following through with gathering specification details, proper artwork set up and processing, order entry and maintenance, scheduling/production, and arranging shipment.  Communicate internally any issues with meeting customer requirements.  Effectively communicate with the customer to build a good relationship and develop a 100% on-time service level.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is not all inclusive and may include other duties as necessary.

• Receive initial sales calls and/or emails from current customers.
• Receive, process, and maintain customer orders and change orders.
• Maintain order by obtaining approved specifications of the product.
• Manage the artwork from initial receipt, pre-flight, and track the approval process.
• Track the process of color standards to ensure we are ready for production by getting approvals in time.
• Update the customer on the status of their PO’s: confirm PO’s pricing and delivery by email, log onto the customer SAP portal, and/or by sending weekly Open Orders Status Reports developed in Microsoft Excel.
• Advise customers of expected shipping/delivery timing, anticipated delays and any additional information that would be necessary to keep a great level of customer service with the account.
• Process and follow up on sample requests.
• Maintain customer PO files.
• Respond to customer inquiries and problem solving in a professional and effective manner.
• Work with the customer to arrange shipment of their orders.

   

  QUALIFICATIONS

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed representative of the knowledge, skill and/or ability required. 

   

  • Organizational Skills
  • Attention to detail
  • Ability to multi-task
  • Ability to be proactive and follow up on open items to avoid issues down the road.
  • Ability to effectively communicate via telephone, email, and personal meetings.
  • Ability to work in a very fast-paced and high-maintenance environment.
  • Fast learner
  • Adaptable to change.

    COMPUTER SKILLS:  To successfully perform the duties of this job, an individual must be proficient with the use of Microsoft Office (especially Outlook and Excel).

    AS-400 experience is preferred.

     

    EDUCATION and/or EXPERIENCE

    A High School diploma or GED and at least 1-3 years of experience, preferably in a manufacturing environment, are required.

     

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

     

    While performing the duties of this job, the employee is frequently required to stand, walk, and use hands to finger, hands or feet.  The employee is occasionally required to sit, twist/turn, stoop/bend, squat and perform overhead work.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

     

    WORK ENVIRONMENT

    The performance of this position may occasionally require exposure to the manufacturing areas where certain areas require the use of personal protective equipment such as safety glasses and mandatory hearing protection.