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Customer Service

  1. Reporting Relationships

    Position Reports to: Commercial Manager

    Supervisory Responsibilities:       None

  2. Basic Function/Summary

    The Customer Service Representative is responsible for coordinating custom label orders.

  • Essential Functions include the following: Other duties may be assigned.

    The Customer Service Representative’s responsibilities include:

    Sales Order Entry:
    Reviews the customer’s purchase order for label specifications including size and dimension, quantity, raw material, color selection, copy position, packaging and delivery instructions, and custom specification requirements.  Resolves any purchase order discrepancies with customer.  Enters orders into computerized order system.

    Expedites label orders:
    Reviews all pertinent information on the Sales Order and provides accurate information to all areas of production.  Conducts daily review of the Open Order Report, communicates with supervisors within all areas of production.

    Develops business relationship with the customer.  Acts as the liaison between customer and salesperson.

    Communicates price to the customer and keeps the salesperson informed of all activity pertaining to the customer.

    Enters Quality Defect Reports into database and advises the salesperson of customer complaints, issues instructions to produce credit memos/billing adjustments to the Accounting Department.

  1. Qualifications

    Education and/or Experience:

    Associate degree (AA) or equivalent from a two year college or technical school, or six months to one year related experience and/or training/or equivalent combination of education and experience.

    Skills/Aptitudes:

    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, 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 conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical, diagram, oral and written form.

    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 is exposed to ink vapors.

    The noise level in the work environment ranges from quiet to loud.

    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; use hands to finger and 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.

    Certificates, Licenses, Registrations:              N/A

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