Customer Service Representative

The Customer Service Representative (CSR) is the voice of the customer in the company.  The CSR is responsible for coordinating external and internal communications for assigned customers, including:

• Reviewing customer requirements forecasts, managing supply chain requirements,
• Verifying and processing purchase orders received from the customers,
• Supplying order and technical information to Operations through Factory Work Orders,
• Sharing information with outside Sales personnel on orders in process,
• Communicating customer complaints to the company and interfacing related correspondence with the customer.

The CSR’s responsibilities include:

• Act as liaison between customer, Sales and production to insure that product is produced and delivered as confirmed.  Communicates price information to the customer.
• Reviews customer purchase orders for specifications on file to determine type of order to process.  This will include shipping locations, item numbers, pricing and payment terms.  Orders will be processed and confirmed to customer resolving discrepancies with the customer.
• Enters orders into computerized order system.  Reviews open orders to insure delivery commitments are met and communicates with New Business Team and all areas of production any concern of meeting delivery date.
• Follows new order process: Verifies information on customer specifications; Assembles job jackets with proofs, Tech Cards, etc.
• Sends samples, proofs and/or color submissions to the customer for approval.
• Enters Customer Complaint Reports for print quality and other defects into the CCR database; maintains rework information.
• Advises the CCL Salesperson of relevant customer issues including significant customer complaints.

Associates Degree or equivalent from a two-year college or technical school, or six months to one year related experience and/or training equivalent combination of education and experience.

• Must be computer savvy, be able to use CCL’s database applications, and have a working knowledge of Microsoft Applications to include Outlook, Excel and Word.
• Ability to read and comprehend detailed instructions, correspondence, and memos. Ability to write routine reports and correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, sales persons, management and other employees of the organization.
• Ability to read and interpret documents such as safety rules, customer specifications, operating instructions, and procedure manuals.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to define problems, collect data, establish facts and draw valid conclusion. Ability to interpret an extensive variety of technical instructions in mathematical, diagram, oral and written form.

1. Working Conditions/Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Assigned to a modular workstation in an office environment. While performing the duties of this job, the employee occasionally travels through the plant and may be exposed to ink vapors.
• The noise level in the work environment ranges from quiet to loud.

1. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is required to sit at a computer terminal for extensive periods of time, is required to move throughout the plant and office areas; use hands to handle paperwork; reach with hands and arms; talk and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.