Job Description

Job Summary:

Perform all management and leadership responsibilities associated with Customer Service Department. Responsibilities include hiring, monitoring, coaching, appraising, rewarding, disciplining and addressing complaints and resolving issues of the Project Coordinators, Sr. Project Coordinators, Supply Chain Project Coordinator and CS/QA Support Specialist.

Essential Job Functions:

• Supervise Customer Service Department which includes Project Coordinators, Sr. Project Coordinators, Supply Chain Project Coordinator and CS/QA Support Specialist.
• Act as a liaison between Sales, Design, Scheduling, Production and Logistics.
• Attend daily planning meeting to and provide oversight on customer prioritizations.
• Gather information for customers, tracking customer purchase patterns,
• Work with internal departments to improve processes and resolve issues.
• Monitor warehouse stock levels for customer inventory programs to ensure product availability and that agreed minimum/maximum levels are being met.
• Partner with Inventory Manager to provide coordination with customer on aged inventory dispositions.
• Keep Director of Sales informed of issues and situations that may affect the performance of sales.
• Resolve issues in a professional manner.
• Train department and new-hires.
• Develop policies and procedures that ensure consistent customer service satisfaction.
• Provide support to Outside Sales Team in answering customers’ questions, processing RFQs, etc.
• Manage Structure/Graphics approvals for new projects and coordinate purchase of necessary tooling by initiating New Item Meetings.
• Review specs/print cards for accuracy.
• Order Processing – responsible for providing Production with complete and accurate information required to produce materials within spec.
• Purchase materials from vendors pertinent to completing a finished piece (IE, litho labels, twin stick, hooks, etc.).
• Coordinate expedited delivery and/or change requests with Scheduling, Production and Shipping
• Maintain customer specs and monitor record retention.
• Handle customer complaints and questions and follow-up with the appropriate internal personnel as needed.
• Attend various company meetings as needed/required.
• Review and level load the account distribution of Customer Service staff.
• Generate yearly budget for Customer Service Department.
• Coordinate pick up requests and re-work/replacement orders for quality issues.

Other Functions:

• Prioritize customers’ orders in production (when needed) due to heavy backlogs in the plant.
• Additional duties may be assigned by Management.

In addition to the functions listed above, the employee is expected to: exercise honesty, integrity and respect with all clients and co-workers, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency, and attention to detail, maintain good attendance by working when and where directed, work safely in compliance with all safety policies, respect the work environment and keep it as neat and clean as possible, and exercise initiative to learn new skills and tasks and to help co-workers when possible. The employee is also expected to perform such other duties and functions as required and assigned from time to time.

The Physical Requirements Checklist that specifies the physical demands for this job is attached and is incorporated into this description.

Qualifications:

• High School Diploma/GED required; Bachelor’s Degree preferred.
• A minimum of 3 years Customer Service experience; preferably in a manufacturing environment.
• A minimum of 3 years supervisory experience overseeing three or more people.
• Excellent communication and organizational skills with strong attention to detail.
• Ability to prioritize workload and multi-task.
• Strong computer skills, including proficiency using Microsoft Office (specifically Word and Excel).
• Ability to add, subtract, multiply and divide in all units of measure, to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions and volumes.

Machines/Tools/Equipment:

• Computer
• Basic Office Equipment (IE: copier, printer, scanner, fax, calculator, etc.)

Working Conditions:

The work environment is characteristic of those typical in an office. Some exposure to plant and manufacturing areas.

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