Customer Service Customer Service Rep

2 weeks ago

Chesapeake, United States Multi-Color Corporation Full time

**Customer Service Customer Service Rep**

Chesapeake, VA, USA Req #3549 Tuesday, January 4, 2022 Multi-Color is one of the largest and most awarded label companies in the world, servicing segments such as Home & Personal Care, Food & Beverage , Wine & Spirits and Consumer Durables. A true global leader, our state-of-the-art facilities operate in over 26 countries.

Our 10,000+ employees are guided by our core values: ***Integrity, Passion, Creativity, Perseverance*** and ***Achievement***. These values constantly guide our interactions and decision making at Multi-Color

Join us today

Customer Service Representative responsible for providing superior service that meets or exceeds all internal and external customers' needs. Enter orders as they are received from customers or sales. Ensure all parties have agreed and signed off on documentation of orders. Provide input on how to best provide service to internal and external customers.

Role and Responsibilities :

* Meet attendance and production standards and follow all MCC policies and procedures.

* Serves as the primary MCC representative for assigned customers and/or sales representatives and acts as the conduit for all information required from customers/sales to expedite orders.

* Sets up and maintains customer master date in the company ERP system for an assigned set of customers and sales representatives. Documents key customer preferences and expectations and communicates these internally.

* Understand the basics of plant/equipment capabilities and limitations (tooling, presses, materials, applications)in order to determine the pertinent information and lead time required to produce a quality product; manage customer/sales expectations accordingly.

* Manage daily flow of customer orders.

* Validates incoming art, orders, and other customer requests

* Enters daily customer purchase orders into the ERP system from a variety of sources: fax, e-mail, or on-line portals.

* Confirm charges, pricing, and miscellaneous charges. Add necessary price breaks to existing quotes.

* Provides accurate and complete information to internal customers.

* Follows up on proofing process to get prompt turnaround from the art department and the customer.

* Reviews and manages daily ship list and blanket order updates.

* Monitors inventory orders and programs; enters inventory release requests and ensures shipments are released as planned

* Follows up on Rush Order requests

* Regularly updates customers with information regarding the order status assists the assigned sales rep in a variety of ways to improve their sales productivity and optimize our management of the customer relationship.

* Makes appointments for reps as requested by customers

* Preparation of sales materials and other customer communications

* Keeps assigned sales rep informed of all significant customer activities and issues

* Fields customer calls throughout the day and provides backup to others when in need

* Follows through on outside purchases for specific customer orders using approved suppliers

* Handles press proofs, process complaints/credits, research and assist in clean-up of open payment issues.

* Maintain and organize required customer/order information for future reference

* Participates in continuous improvement projects. Contributes customer-focused ideas to improve processes, throughput, or service standards; looks for opportunities to produce orders more efficiently and profitably while still meeting customer needs

* Manage customer inventory programs; proactively work with customers to maintain agreed upon inventory levels and ensure shipments are released as planned

* Collaborates with sales reps, customers, and other employees of the organization to effectively resolve customer problems .

* Assists with quote preparation upon request and follow up on repeat pins

* Work with Senior Customer Service Rep to implement key initiatives and assist in special projects/tasks such as new business set up; account/workload transition; back-up other CSR's; process complaints and resolve open payment issues.

Duties may be changed or additional duties assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications and Education Requirements :

High school diploma, GED or equivalent experience. Associates degree or equivalent from two-year college or technical school preferred. Minimum of two years experience in Customer Service in a manufacturing capacity; related experience and/or training; equivalent combination of education and experience. Manufacturing and printing industry preferred.

Must have working knowledge of Microsoft Office Software including Outlook and the ability to learn company specialized software programs.

Preferred Skills:

* Strong written/verbal interpersonal and communication skills.

* Must be able to read, write, and comprehend instructions and SOPs.

* Must be able to present information in one-on-one and small group situations to customers, clients and other employees of the organization.

* Ability to manage multiple tasks in an organized manner.

* Strong initiative, problem-solving, and resourcefulness.

* Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions and decimals.

* Ability to perform these operations using units of weight measurement, volume and distance.

* Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

* Ability to make sound judgment decisions with integrity.

* Ability to solve practical problems that deal with a variety of variables.

* Ability to work as a member of a team, provide input, follow directions, and receive constructive criticism.

* Proficient knowledge of Microsoft Office, including Outlook, and the ability to learn company specialized software program

If you need special assistance or an accommodation in applying, please contact our Human Resources Department at recruiting@mcclabel.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

**Other details**

* Pay Type Salary

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