Senior CSR

JOB TITLE: Senior CSR

DEPARTMENT: Customer Service

REPORTS TO: Pricing & CSR Manager

FLSA STATUS: Exempt

Bay Cities, an Employee Owned Company, is the leading creative packaging and display partner to brand marketers, retailers and e-commerce. Our passion, experience, technology, and consumer insights move product and drive sales.

Our Mission

Our Passion Powers Your Product

Our Values

Creativity: Our ideas create Client success.

Passion: We have heart with a Customer Service attitude.

Integrity: We honor our business & planet with sustainable practices.

Responsible: We own it

Safe: Our safe work habits protect us all.

Fun: We take our work seriously- not ourselves

SUMMARY

The Senior Client Service Representative communicates with customers, estimates and enter orders, and performs a variety of additional activities that facilitates excellent customer relationships and supports effective manufacturing and shipping operations. The role maintains an ongoing relationship with selected customers and sales staff. The role also incumbents utilized knowledge of products and product availability to provide a communications link to the customer.

JOB FUNCTION/PURPOSE

• Records and processes orders and/or inquiries received by email, telephone, and/or through customer personal contact.
• Provides pricing, availability, and schedule information within established guidelines. Negotiates delivery date, when necessary.
• Suggests alternative products or services to meet customer needs.
• Schedules deliveries and assists sales/design, if necessary, to get a sample out to the customer.
• Checks and approves credit within established limitations and confirms orders.
• Obtains resolution of routine customer complaints and issues.
• Serves as communication link between customers and sales staff to assure responsiveness.
• Tracks order activity and alerts appropriate staff of any potential delivery problems.
• Tracks warehouse inventories and replenishments.
• Handles multiple accounts of small to medium customers with varying degrees of complexity.
• Accurately enters customer orders into the ERP (Amtech) system. Verifies pricing and production specifications are current.
• Assists in arranging artwork/labels, when necessary,to ensure timeliness of order.
• Communicates status of orders to customers in a timely manner; works to de-escalate customer situations, to re-educate customers and to reset customer expectations.
• Communicates order changes to the Production, Design, and Shipping teams.
• Produces estimates and quotations for customers on an as needed basis.
• Coordinates warehouse inventories, reorder and ship quantities based on established parameters.
• Works to improve company collection rate and when required, interacts and works with various
• departments to resolve payment and credit issues.
• Performs duties in a safe manner as applicable to this position. Examples may include proper use of personal protective equipment, participating in safety activities such as meetings and training, maintaining work areas to avoid hazardous conditions, and reporting unsafe conditions or behaviors.
• Tracks warehouse items to ensure availability and that agreed upon minimum/maximum levels are followed. Analyzes monthly usages and re-stocking per customer.
• Enters design requirements into Web Center to initiate new design projects as needed.
• Keeps tasks assigned to you from Web Center up to date
• Closes orders in Web Center upon receipt of PO or contract.
• Creates spec and monitors inventory for packout.
• Trains and mentors new hires and lower level members of the CSR team, ensuring they are equipped with the necessary skills and knowledge to succeed - assess the performance and progress of trainees based on the 30/60/90 day training schedule - provide constructive feedback and additional support where needed
• Performs other related duties as assigned.

EDUCATION, EXPERIENCE & COMPETENCIES

• High school diploma or GED required; college degree preferred.
• Five (5+) years of customer service experience in a manufacturing setting, preferably in the corrugated industry.
• Excellent phone etiquette and courteous, professional communications with customers and team members.
• Ability to perform math functions including work with fractions, manipulating and recording figures to provide accurate quantities and estimating.
• Ability to multi-task, prioritize work effectively and work in a fast-paced environment with competing priorities and customer demands.
• Strong attention to detail; highly organized.
• Proficient in MS Office, Excel and PowerPoint. Experience with Amtech Business System a plus.
• Valid Driver's License with DMV evidence of good driving record.

Core Competencies

• High ethical standards. Models and supports organization's goals and values; adapts to changing conditions; demonstrates persistence and overcomes obstacles. Consistently conducts themselves in an honest and trustworthy manner. Does not pursue their own individual objectives to the detriment of company goals. Sets an example for others to follow. Does the right thing.
• Demonstrates energy and passion about what they do and knows how to balance work and fun. Is generally optimistic and upbeat; fun to be around. Has a strong belief and zeal for the industry, the job, and the company. Conveys energy and intensity at work with a capacity for keeping others enthusiastic and involved.
• Operates with a customer service orientation internally and externally. Works to positively build the Bay Cities brand in everything he/she does. Builds strong, positive relationships with all stakeholders.
• Acts as an owner of the business and instills that same attitude and level of action in others. Is proactive in taking responsibility for all outcomes/results and avoids 'pointing fingers'. Helps to create and maintain a strong feeling of belonging in the immediate and overall team.
• Regularly involves others in decisions that affect their job or work environment. Demonstrates co-operation and trust with colleagues and teams across organizational boundaries. Participates as a team player and establishes strong working relationships to deliver positive results.
• Strong project management skills, including the ability to prioritize, balance, and manage multiple efforts with strong results/goal orientation. Uses time effectively, prioritizes and organizes work flow; can orchestrate multiple activities at once. Agility and personal adaptability with the ability to successfully manage multiple priorities with a high sense of urgency in a rapidly changing environment.
• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work. Learns quickly when facing new problems; a relentless and versatile learner; open to change; strives for continuous improvement of self and processes.
• Excellent communication (oral and written) and interpersonal skills with the ability to convey information and ideas in a variety of media, tactful, confident, at all levels, internal and external. Must have strong interpersonal skills and ability to manage multiple projects in a rapidly changing environment.

OTHER

• US Persons Only (US citizens, lawful permanent residents, refugee or asylee - all require proper identification and documentation).
• Up to 25% travel required.
• Physical and Environmental Requirements: While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and color vision.
• Work environment includes front-office and manufacturing in California. The noise level in the work environment is usually moderate.
• Pre-Employment Verifications: Must pass background and reference checks, drug screen, and physical examination prior to employment.

Salary Description

$90k

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