DUTIES AND RESPONSIBILITIES:
Serves as a liaison between Customers, Sales and Production.
Keeps informed of status of all jobs going through the plant so to facilitate prompt response to customer questions/updates expectations for delivery dates.
Serves customers by providing product and service information, resolving product and service problems.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Helps the finance department by processing customer adjustments
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information to include product status, inventory and other customer requested documentation.
- Manages maintenance of customer inventory status reports as needed.
MINIMUM QUALIFICATIONS:
Background in printing processes and terminology. Key overall skills include:
- Communication Skills
- Organizational Skills
- Detailed Oriented
- Time Management
- Interpersonal Skills
- Initiative
- Problem Solving
Customer Service Representative Skills and Qualifications:
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
Education and/or Experience: Requires a bachelor’s degree and 3-5 years’ experience.
Language Skills: Ability to read and interpret a variety of documents, such as customer aging reports, RFPs, estimate requests, procedure manuals, etc. Ability to write routine reports and correspondence. Ability to communicate effectively with agents, customers and other employees of the organization. The Customer Service Representative is often responsible for customer communications regarding sensitive topics, such as quality complaints and outstanding receivables. The ability to communicate these messages in a clear, yet non-confrontational way in both written and verbal form is a necessity. Over time, a much greater percentage of customer correspondence is over email versus telephone, so writing skills are becoming steadily more important to this position, as is the ability proofread critical communications written by the CSRs.
Mathematical/Analytical Skills: Strong math skills are required. Our business has a very complex estimating process that requires Customer Service to understand rates, ratios, margins, markup, etc. Also, many of the inventory programs require a combination of math skills and critical thinking in order to design processes that ensure we produce optimal quantities to balance the need to prevent the customer from running out of labels with the prevention of holding large quantities of obsolete inventory in the future. Proficiency with Excel is very important to manipulating various pieces of information in inventory status sheets and bid packages. Basic understanding of functions like pivot tables and vlookup formulas is strongly preferred.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use abstract reasoning subject to supervisor approval in situations departing from accepted procedures and practices.
Are you interested in joining our team? Download our job application and email it to careers@gamse.com or fax it to (410) 866-5672.
