Customer Service Representative
December 6, 2024
Base Pay
$55 - $65K
Location:
New Hampshire
Job Description
Facilitate customers and sales departments questions and manage significant strategic client accounts. Work with multiple contacts to see customers’ projects through to successful completion. Work with Management to increase knowledge and capabilities in the position to become a seasoned team member. Work with sales to take on the main role in the day-to-day account activities, freeing sales to focus on high-level projects and growing the business.
Responsibilities
- Assist customers with the digital workflow/film process before the manufacturing process begins
- Assist customers, manufacturing and sales with complex projects and work directly with the customer regarding special value-added processes and outsourcing
- Process orders from sales force and customers in a timely and accurate manner. This requires data input coordinating facility choice, lead time and possible stock requests with manufacturing and customers.
- Understand pricing and profitability, with the ability to assist sales in the estimating/pricing process when needed.
- Process complaints through Complaint Pro and enter credits into Oracle.
- Coordinating jobs with production and manufacturing during process, confirming order progress with customers and sales.
- Work effectively and independently with minimal direction and guidance from Manager. Others in the department may go to CSR Lead when the Manager is unavailable.
- Communicate with Finance, Estimating, Quality, Creative Services, Information Technology and other corporate and local personnel.
- Resolve problems relating to orders such as missing shipments or product shortages.
- Write/edit work instruction procedures for department.
- Take a leadership role in miscellaneous projects.
- Assist the department manager in training and developing new employees.
- Make basic presentations to customers, sales and senior management.
- Provide back up to others in department for coverage requirements.
- Actively participate in self development through continuous learning opportunities.
Skills
- Strong attention to detail
- Ability to effectively communicate both written and verbal
- Ability to problem-solve, make decisions, interpret directions and apply guidelines
- Able to function in a fast-paced and ever-changing environment
Qualifications
- Must have 2-3 years of printing and or packaging experience to be considered
- High School Diploma or equivalent preferred
- Proficient MS Word, Excel, PowerPoint, Outlook
- Superior and proven customer service experience
