Customer Service Representative - Business-To-Business

Customer Service Representative

For more than 25 years, our client has been a printer, converter, and laminator of fine flexible packaging. selling and financing commercial equipment. They have built our reputation on strong product offerings and caring, attentive Customer Service. They are currently seeking a Customer Service Representativewho will be the primary point of contact for customers. Your primary focus is to maintain ownership of all sales orders within a specified territory and find resolutions that meet the customer and business objectives.

As a Customer Service Representative, you are required to be proactive, detail-oriented, and adept at managing high-level customer relationships while delivering exemplary service. You will work closely with the Customer Service Manager and will be responsible for managing a portfolio of key customer accounts, building rapport through effective brand/product communication to deliver on the customer's printed packaging needs.

Responsibilities:

• Act as an effective liaison between Customer, Sales, Outsourced Prepress, Manufacturing, Vendors, and Management to ensure customer expectations are clear throughout the organization.
• Confer with customers by telephone or in person to provide information about products or services, receive and enter orders, cancel orders, or obtain details of customer complaints
• Build/maintain a customer profile in Poly 2000, customer preferences, key contact information
• Communicate effectively with customers about their specific needs and prepare quotes
• Keep records of customer interactions, recording inquiries, complaints, or comments, as well as actions taken
• Enters and acknowledges customer orders; confirming pricing on Purchase Orders match provided quotation, ship/delivery information, and product specifications
• Collaborates with sales/operations to provide any materials required for order fulfilment
• Provide continuous support, and communication during all phases of the order from inception to completion
• Facilitates customer project meetings with cross-functional departments in attendance to provide a quality product that meets/exceeds customer expectations
• Provide customer-specific reports and participate in audits, and customer site visits as required
• Diligently follow all processes put in place by Customer Service department
• Offer suggestions for improvement to processes for improved efficiencies and/or customer experience
• Refer unresolved customer grievances to designated departments for further investigation
• Work with QA/ Accounting for timely resolution of any customer issues/product concerns
• Participate in seminars/meetings including those requested by the Customer, Open Orders, and others.
• Making Decisions and Solving Problems
• Calculate costs of goods or services
• Discuss goods or services information with customers
• Prepare documentation to aid in the completion of contracts, transactions, or regulatory compliance
• Respond to customer concerns or complaints

Requirements:

• 2+ years professional Sales Support, Account Management or Order Processing experience
• 4-year degree preferred but not required
• Ability to work autonomously with little supervision
• Ability to collaborate with internal departments positively and proactively
• Experience in working in industrial sales/service environment
• Excellent verbal and written skills
• Ability to shift priorities in a fast-paced environment
• Aptitude to learn new systems and processes
• Proficiency in MS Office
• Sales or logistics experience a plus
• Strong analytical thinker who can gather and assess data with a mathematical aptitude
• Experience with vendor RFQs
• Product development experience is a plus
• Strong understanding of repeatable standardized processes
• Approach projects with a sense of urgency and an ability to prioritize workload

Compensation:

$55K - $60K