Print Production Customer Service Representative

Description

The Customer Service Representative is responsible for managing customer projects from beginning to completion. They manage and maintain overall customer relations through project accuracy, communication, and service for all Traco’s lines of business. Customer Service Representatives are responsible for providing effective customer service & project management for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within Traco.

Duties/Responsibilities:

· Lead and model being customer-focused, creating an exceptional customer experience.

· Manage efficiency, and service levels for following processes: Customer Service, Order Entry, Data Entry, Estimating, Planning, Sampling and Scheduling.

· Foster, encourage and support a team oriented working environment through active involvement in the production cycle.

· Work closely with sales and production teams regarding lead times to ensure quality and on time delivery of projects.

· Assist product development team by confirming client order receipt & entering them and project specifics into the PrintVis ERP system as needed.

· Verify customer credit terms (Pre-pay, Net, 50% Down, Credit Hold, etc.) prior to their projects being scheduled for production. 

· Coordinate shipment of customer’s completed product, including freight quotes, and communicate preferred method of shipment in a timely manner.

· Organize and manage internal resources to meet strategic, financial, and growth objectives of assigned accounts. 

· Stay current on customers' business, markets, and industry trends by doing market research.

· Contribute to the sales revenue goals and objectives of the other functional areas represented within the sales support teams. 

· Manage profitability of customer accounts in conjunction with sales rep.

· Promote sales initiatives and consult directly with customers regarding new or improved product offerings. 

· Ensure the Print Production Order documentation is correct according to customer expectations and requirements.

· Serve as primary point of customer contact for specified packaging accounts.

· Work with Purchasing on sourcing production materials for customer projects.

· Provide regular reports, updates, and reviews to Sales Management as required.

· Resolve customer quality issues in conjunction with management and communicate findings with employees, department managers and production teams.

· Monitor Production & Shipping schedules daily to proactively manage work order due dates. 

· Maintain customer information including order history, order specifications, samples, and pricing.

· Other duties assigned as needed.

Requirements

Abilities and Skills:

· Strong organizational and planning skills; requires a general knowledge of procedures for estimating, order entry, job processing, manufacturing practices, production capabilities, costing, and billing.

· Professional, articulate, positive attitude.

· Well organized with daily, weekly, and monthly planning attributes.

· Be detail oriented by checking and doubling checking production process specifics with technical understanding of information flow.

· Proactive project follow-up and follow through management skills.

· Team orientated attitude in a fast-paced work environment.

· Excellent verbal and written communication skills to interface at all levels of internal and external organization. 

Desired Qualifications: 

· Bachelor's degree in Business is preferred.

· Minimum of three (3) years of relevant work experience in a similar role: commercial printing manufacturing/customer service environment

· Experience with Visual Manufacturing ERP software (or similar software) is highly preferred.

Physical Requirements: 

· Prolonged periods sitting at a desk and working on a computer.

· Must be able to lift 15 pounds at times.