Customer Service Representative

4 months ago

Gardner, United States Garlock Flexibles Full time
Job DescriptionJob Description

DEPARTMENT: Customer Service

POSITION TITLE: Customer Service Representative

DIRECT REPORT: Customer Service Manager

Job Summary

The Customer Service Representative is responsible for establishing and maintaining a service- oriented relationship with external and internal customers. The CSR will ensure the fulfillment of customer orders by maintaining strong, timely and effective communication with internal departments as well as to the customer.


Essential Job Functions

  • Acts as a safety leader and puts safety first in all responsibilities, promoting an environment where each employee makes safety their priority.
  • Support the business strategy through the creation of customer-centric service processes, standards, and metrics.
  • Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
  • Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues
    Manage and align resources to meet customer requirements.
  • Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
  • Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
  • Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
  • Partner with Operations/Supply Chain to ensure a world class customer experience
    Initiate and execute inside sales correspondence to drive SOW (Share of wallet) and increase sales with existing customers.
  • Research job status utilizing the production schedules, inventory system and promise dates.
  • Obtain and evaluate all relevant information to handle product and service inquiries.
  • Provide pricing and delivery information.
  • Process critical customer activities including order entry.
  • Organize workflow to meet customer time frames.
  • Prepare and distribute customer activity reports (i.e., inventory min/max, sales reports) as needed and/or requested.
  • Support all salespersons assigned.
  • Perform other tasks as required or as requested by supervisor.
  • Ability to collaborate and maintain Garlock's commitment to a Food Safe environment.

Skills and Knowledge

  • Must have a high school diploma or general education degree.
  • 2 years related experience in a customer service environment.
  • Demonstrated knowledge of ERP Systems and Microsoft Office suite
  • Excellent communication and written skills.
  • Strong attention to detail and acute problem-solving skills
  • Recognized as a team player & has displayed ability to resolve issues successfully, requiring multiple team inclusion.
  • Flexibility and the ability to multitask.
  • Works well in stressful situations and has demonstrated the ability to relate to difficult customer interaction.
  • Excellent soft skills and ability to work effectively with all levels internally and externally.
  • Proven ability to work independently and under own initiative.
  • Ability to work as part of a team and meet targets/goals efficiently.
  • Additional responsibilities as directed by management.
  • Ability to manage multiple priorities effectively.
  • Knowledge of customer service principles and practices.
  • Effective technical knowledge of products, order management systems and manufacturing processes.

Education and Experience

  • 1-2 Years’ experience in a production/distribution customer service environment
  • High school diploma, general education degree or equivalent
  • Experience in manufacturing, the printing industry and/or packaging a plus

Physical Requirements:

  • While performing the duties of this job, the employee is regularly required to stand, walk, sit, and use hands to handle or feel.
  • The employee frequently is required to talk or hear.
  • The employee is occasionally required to reach with hands and arms.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Typical environment of manufacturing and production facilities. Exposure includes but is not limited to continuous noise, scent of materials, bright workstations, machinery with moving parts.

Other Details:

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.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

It is the responsibility of all Employees to ensure that the product produced by Garlock Printing meets or exceeds the expectations for quality of Garlock Printing and their Customers. It is also the responsibility of all employees to ensure that the Hygiene of their work area meets or exceeds the standards set in Garlock Printings Good Manufacturing Practices Manual.

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