Customer Service Representative

ESSENTIAL JOB TASKS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• First point of Contact with Customer's Purchasing Agent/Manager.
• Manage Assigned Accounts while collaborating Internally and Externally.
• Fielding new customer calls and sharing product related information and Rohrer service abilities with the client.
• Discuss Rohrer services to customers by telephone, email, or in person.
• Make decisions as it relates to customers' needs and schedules.
• Enter Orders in a timely manner with focus on accuracy matching customer PO, price, qty etc.
• Gather complaint information and enter into system for evaluation of resolution.
• Review artwork/designs from customers to prepare work orders for prepress, thermo tooling, design to have proofs, concept drawing, prototypes and samples made.
• Order color folders if necessary.
• Send proofs, die samples, color folders, mockups, and prototypes for approval.
• Enter specs for approved items (print & thermo) and obtain layouts for production.
• Process RFQ's per information provided by sales and the customer.
• Attend daily production meetings to share information with production (new projects, upcoming large orders, expedited request, etc.).
• Coordinate/Manage internal kick off meetings to review new customer projects to ensure customer satisfaction.
• Initiate and manage timeline set for customer expectations (orders, new projects, RFQ's, inquiries, etc.).
• Contact customer with any issues or delays in meeting requirements including any shipping/freight issues that may arise.
• Prioritize production schedules based on customer impact
• Responsible for inventory management.
• Manage CIA account processing and assist with past due collections.
• Foster a culture based on Rohrer's Core Values (see KSA's below).
• Other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High School Diploma: College degree preferred
• 3-5 years of customer service and/or 3-5 years of experience in project management
• Knowledge within packaging and manufacturing industry and having printing and thermoforming training preferred
• Background in LEAN preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Exemplify Rohrer's Core Values:

• Ownership- Act with accountability, sense of urgency, and shared risk.

• Creativity- Challenge the status quo with ingenuity and resourcefulness.

• Collaboration- Strive for and actively participate in a cross-functional, team environment.

• Authenticity- Present ourselves as genuine and honest to build trust, respect and credibility.

• In-depth knowledge of the project management process

• Excellent verbal and written communication with the customers well as strong interaction with sales staff, supervisors and plant employees

• Ability to communicate professionally at all levels of an organization (internal/external)

• Exceptional organizational skills, strong attention to detail, task completion and multitasking skills

• Exceptional teamwork attributes

• A strong desire to help others along with outstanding people skills (CUSTOMER OBSESSED)

• Strong leadership qualities with a focus on customer obsession

• Capable of setting timelines with goals and communicating with all Rohrer team members to reach goals accurately

• Able to successfully manage and distribute work to appropriate team members to process work efficiently

• Thorough knowledge of all aspects of traditional packaging such as printing, thermoforming, heat seal trays and finishing processes with an understanding of interactive workflow

• Able to work in a fast-paced environment, be a flexible thinker and enjoy challenges

• Strong problem-solving and decision-making skills to handle customer complaints/issues

• Independently solve problems with little supervision

• Capable of cross-training with all Rohrer team members

ADDITIONAL NOTES

• Career Advancement Customer Care Manager, Corporate Customer Care Director
• Days: Monday- Friday
• Hours: 8:00 AM - 4:30 PM

Compensation for this position can be up to $60,000 per year. Actual compensation will be determined based on experience, qualifications, and other job-related factors. We are committed to fair and equitable competition practices.