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Customer Service Rep

Posted: 08/27/2023

The Customer Account Specialist interacts and provides a high level of customer support to the Company’s customers and Sales Account Managers. This role maintains and services the customer account in all aspect from order receipt to initiating of shipments.

  • Purchase order intake for business operations - Shrink, Label, PSL and Pouch. Includes handling orders for BTN, IND and Mexico facilities as well as managing orders for toll printers.
a. Process includes but not limited to part maintenance, monitoring/tracking orders & delivery
b. Liaison and support Product Development with Sample Order Production
  • Correspondence as needed with Customer and Sales Account Manager to ensure needs and expectation are understood and addressed, including scheduled conference calls to review customer sales demand
  • Manages order intake from purchase order receipt to data entry of orders, tracking scheduling of orders thru production and final shipment to customer
  • Provide order status updates to Customer as requested to offer most up to date information related to their account.
  • Monitors and manages customer decreed stocking (min/max) inventory programs
a. Responsible for tracking/investigating aged inventory and provide supporting data
  • Interacts closely with the following departments to ensure customer demands/satisfaction can/are being met –
a. Scheduling – track orders thru production completion to ensure confirmed delivery date will be met
b. Material Planning – confirm all raw materials are available to meet production dates of customer demand
c. Graphic Arts/Engraving Department – track progress for art / cylinders to ensure completion to meet scheduled production dates
i. Customer Account Specialist is also responsible for managing cylinder billing for respective customers
d. Product Engineering – supplies part information to P&E Group for part implementation into AX System.
e. Pricing Department – requests pricing for new products and provide job specification sheets for all SKU’s to assist the Pricing Department with providing accurate pricing for finalized parts.
f. Shipping Department – Releases product for shipping and follows thru billing process to ensure product quantities and pricing are correct. Noting if discrepancies are reported the Account Specialist is responsible for the review of the lengthy investigation process.
g. Accounting Department – provides support to the Accounting Department as it relates to aged receivables. Account Specialist acts as a liaison with the customer to help resolve any outstanding invoices
h. Quality Assurance - works closely with QA to provide supporting data as it relates to customer complaints and replenishment and shipment of replacement product in order to meet customer demand.
  • Provides back-up support to other assigned accounts for Customer Account Specialist team.
  • Maintains and stores customer records in storage as directed by retention policy.
  • Performs related duties as assigned.
Specific Responsibilities and Essential Functions:
  • Safety and Compliance: Consistently demonstrates “safety first” mindset, adheres to company safety and security policies and dedicated to employee safety and well-being.
  • Decision Making: Exercises independent judgment and discretion in matters of significance in a face paced environment.
  • Direction Setting: Possesses strong project management and organizational skills, including excellent written and verbal communication skills, to manage multiple priorities in a deadline-oriented environment.
  • Customer Focus: Possesses excellent interpersonal skills which are needed to establish and maintain an influential relationship with other key decision makers in the Company.
  • Teamwork and Communication skills: Demonstrates strong listening skills, values and respects others’ ideas and contributions
  • Execution: Ability to focus on goals, metrics, and results. Takes ownership and accountability for self and department. Uses resources efficiently, effectively, and timely.
  • Innovation: Must demonstrate an open and growth mindset, embracing change, stepping out of comfort zone, and applies creativity in generating ideas and solutions.
  • Analytical: Ability to approach troubleshooting, project development and business performance analytically.
  • Dependability: Regular reliable attendance and demonstrates strong work ethic
  • Negotiating Skills: Ability to resolve complex situation in a manner that is acceptable for all involved.
Education and Experience:
  • Associates Degree in Business is preferred with 2-3 years in a manufacturing environment
Physical Demands:
  • Ability to stand for long periods
  • Able to move and lift to 10 lbs.
  • Able to reach and bend
Travel Required:
  • Must be able to travel (less than 10% of your time)

Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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