Customer Solutions Specialist

3 days ago

Wausau, Wisconsin, United States Wausau Coated Products, Inc Full time
Job Summary

The Customer Solutions Specialist - Industrial Direct plays a crucial role in delivering exceptional customer service, maintaining high performance in a dynamic environment, and contributing positively to the team and the company. This role provides direct customer support for the Industrial Direct Product Portfolio.

Key Responsibilities
  • Manage Multiple Accounts: Own assigned accounts and be the internal voice of the customer to support their needs and drive projects to completion.
  • Respond to Inquiries: Promptly and courteously address customer inquiries about products & services, pricing, delivery, quality, inventory, projects and other related questions.
  • Provide Technical Support: Provide customers with technical information and guidance on printer hardware, software, service plans, pressure sensitive media, consumables and product specifications, compatibility, and usage to help them make informed decisions.
  • Assist customers with technical issues related to file formatting, file uploading, or other printing-related software or processes.
  • Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional products or services to customers based on their needs and preferences.
  • Process Orders: Code and process customer purchase orders accurately into the proper application(s). Prepare international orders in compliance with country specific export regulations. Manage web-based ordering and registrations.
  • Manage Third Party Vendor Orders: Prepare and distribute third-party vendor purchase orders, track orders, confirm fulfillment and resolve discrepancies or issues.
  • Manage Orders: Monitor the progress of customer orders, coordinating with parts, scheduling, production, shipping and outside warehouse teams to ensure timely completion, and provide customers with updates on order status and delivery. Monitor the status of customer orders handled by third-party vendors.
  • Manage Blanket Orders, Inventory and Releases: Maintain customer finished goods and raw material forecast blanket inventory, replenishments and process release orders within established guidelines to maximize service levels.
  • Provide Quotes and Price Lists: Collect product, print or material specifications and process estimate request and quote. Create or maintain customer price lists, special price quotes and bids, pricing allowances, deductions, and adjustments.
  • Facilitate Request For Analysis (RFA) Projects: Assist the Regional Sales Manager in driving the RFA process from project start to completion.
  • Quality Assurance: Conduct quality checks on finished print products to ensure they meet the company's standards and specifications before delivery to the customer.
  • Manage Complaints: Promptly and professionally address customer complaints or concerns about product quality, delivery issues, or other issues and work toward satisfactory resolutions and corrective actions. Confers with management on customer credits, return goods for credit, and quality assurance complaints.
  • Maintain Records: Keep accurate records of customer profile information, interactions, and other relevant information in the company's CRM system.
  • Build and Maintain Relationships: Cultivate positive relationships with customers by providing excellent service, responsiveness, and showing genuine interest in meeting their needs.
  • Collaboration: Collaborate with sales, technical, quality assurance, estimating, scheduling, production, shipping and other internal business partners to ensure seamless communication and coordination in fulfilling customer needs. Connect customers to appropriate support or field staff. Actively participate in department meetings sharing knowledge, insight on customer activity, and competitor information.
  • Continuous Improvement: Provide feedback to management on customer preferences, issues, and suggestions for improving processes or services to enhance overall customer satisfaction.
  • Additional Support: Provide backfill coverage to others on the customer solutions team as assigned. Provide support to Regional Sales Managers. Complete other tasks and projects as assigned.
Requirements
  • Three to five years of continuous experience in a similar role is required.
  • 2-year Associate Degree is required.
  • An acceptable equivalent combination of education, training and experience is required.
  • Experience in pre-press, printing or similar manufacturing environment is preferred.
  • Proficiency with Microsoft Office applications (TEAMS, Word, Excel, PowerPoint, Outlook) is preferred.

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