JOB TITLE: Customer Service Representative

LOCATION: Concord, CA 

PAY:  $53K - 64K per year depending on experience

The CSR II manages and acts as Team Lead regarding the service delivery process from order receipt to delivery for groups of high profile Sun Chemical customers. These types of customers require a high level of Plate technical competency Customer Service Management experience. They manage customer order expectations through planned account support while acting as a liaison with internal operations. CSR’s troubleshoot issues and plan and help develop processes for resolution to ensure customer satisfaction. They exert influence over all levels to accomplish results. Interfaces with all areas including internal management and above, sales team, customers, production, etc. Responsible for the training of new Customer Service Representatives.

Functions/Responsibilities:

• Builds, maintains, and manages long-lasting customer relationships with large top tier accounts.
• Serves as an internal project manager for the entire pre-production process.
• Participates in pre-planning meetings with internal departments and customer.
• Operates as lead point of contact with customer and acts as a liaison between customer and internal cross functional teams to ensure the timely and successful delivery of solutions to improve the customer experience.
• Identifies preventive and corrective action measures to address customer issues. Continues progression of 5S and Continual Improvement progression and shows incremental improvements on monthly audits.
• Processes complex technical customer orders for high profile groups of customers according to design and print standards.
• Has a strong understanding of printer specifications.
• Partners with other Plant departments and Sales to identify and resolve customer reported issues via the determination of root causes.
• Ensures that all order entry QC processes and customer specifications are followed with integrity for all jobs processed individually and across the production department.
• Responds to all customer calls and requests without sales assistance and participates in all pre- planning meetings with internal departments and customer.
• Drives overall improvement of customer Service order entry cycle time metric and improve the perception of bad service.
• Conducts job invoicing, job billing and monitors job progress through final invoice.
• Designs and manages customer reports and identifies trends in customer specific issues.
• Adheres to stablished safety and training regarding corporate goals and expectations. Completes continual learning training throughout the year.
• Responsible to assist in training of other CSR’s.
• Acts as a CSR lead in absence of CSR Manager and/or CSR Supervisor.
• Other duties as assigned

Requirements:

• 5 years of Customer Service experience in a manufacturing environment.
• Experience working with Corrugated and/or Wide-Web Converting and Pre-Press preferred
• Six Sigma / Lean experience preferred
• Proficiency with Zoho CRM, Adobe Photoshop and Adobe Illustrator preferred
• Customer focused with strong interpersonal communication skills.
• Strong proficiency in both oral and written communication skills.
• Strong Microsoft Office experience