Customer Service Support Associate

1 week ago

Sunnyvale, United States Fanatics Full time
Job Description

The Customer Service Support Associate has direct and indirect customer contact for current and upcoming projects. This position works directly with the project management team, customers and vendors, analyzing the customer specifications/BOM for production feasibility, and transcribing the internal instructions for production processing.

Essential Functions:
  • Direct communication with the project management team on a daily basis and also the product development team.
  • Production work order creation & maintenance including notes. Resolves issues in the system working with estimating and IT for production needs.
  • Communication with outside vendor for production management, packing slips and incoming deliveries.
  • Monthly invoicing management for all jobs completed. Sales order set-up, finished good links and ensuring requirements are shipped for invoice processing.
  • Form proof processing and log maintenance for proofs/die files and approvals. Printing run list creation and revisions.
  • Pre-launch meeting preparation and scheduling - finished good work orders, notes, FPO's, parts/component list, engineering documents.
  • Incoming material update reports including packing slips. - Account management team handles for Panini / Prasad performs this role for Topps.
  • Daily case production reports for status updates to the customer.
  • Print production reports/schedules to customer for items completed and upcoming.
  • 3PL set up for import including UPC/Sku information finished good information added to engineering PPU file.
  • Works with scheduling to provide information to the customer.
  • General Certification and Conformity Documents by project number. - Topps periodically request testing that GC ships out the needed items to the lab. Panini request the GCC document per project for conformity.
  • Final case label review and approval. - Topps has shipper artwork instead of case labels. This should be part of packaging engineer role for the future.
  • 1st and 2nd QA case paperwork for 3PL requests. - Panini only.
  • Die modification approvals. - Handled by GC for Topps unless modification is substantial. Panini revisions are submitted for approval.
  • Left over loops/mixes and high value finished goods to customer sent via outbound.
  • Redemption points card management and information distribution. - Panini only.
  • EOJ disposition HVI & Finishing Inventory.
Other Functions:
  • This position also performs other projects for the company as needed.
Physical Demands:

While performing the duties and responsibilities of this job, the employee is regularly required to talk, hear, walk, sit, handle and reach. This job also requires clear vision at 20 inches or less (can be correctable with lenses), peripheral vision, distant vision, color vision and the ability to adjust eyes to bring an object into focus. Ability to visualize in 3-D is very important. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities for this job.

MINIMUM REQUIREMENTS

Education/Experience:
  • Extensive knowledge in excel, graphic arts, customer service and manufacturing knowledge preferred.
  • Bill of material background a must.
  • Experience with an MRP software system a plus.
Skills/Knowledge:
  • Attention to detail / Analytical individual.
Environment and Scheduling:
  • Work is performed in a manufacturing plant setting.
  • Must be flexible and available to work additional hours when necessary.


EMPLOYER'S RIGHTS

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Management retains the right to add to or change the duties at any time.

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