Job Description

POSITION MAIN DUTIES

• Provides customers with pricing quotes, samples, delivery and product information.
• Follows established guidelines to receive and answer customer questions, comments, or complaints.
• Maintains records and prepares required reports accurately and in a timely manner.
• Coordinates with sales, management, art, ink, production and the quality control department to provide efficient process flow of customer orders and needs.
• Enters orders and important order specific and customer specific information into CCL’s proprietary processing system.
• Coordinates with sales personnel regarding order pricing, ship dates and customer information.
• Follows orders through system from beginning to end, taking ownership and responsibility for all assigned accounts.
• Maintains work area in a neat and orderly condition in accordance with established Health and Safety rules and procedures.
• Maintains customer files and assists with general office work as needed.
• Answers main phone line when needed.
• Maintains and improves CCL’s high level of customer service standards.
• Complies with all personnel and safety policies and Good Manufacturing Practices (GMP)
• Performs special projects or assignments as directed by management.

Qualifications

Under minimum supervision, the Customer Service Representative (CSR) performs a variety of functions and provides service and information by processing orders via e-mail, regular mail, telephone, or in person. The CSR is able to resolve routine and non-routine customer inquiries and complaints. Maintains a variety of files, reports, and schedules relative to prices, merchandise, product, services, etc. Monitors customer requests and acts a liaison between customers and various company departments. Utilizes processing system for quote entry, order entry and processing. Also, responsible for routine office work. Works with other departments to meet customer requirements. Prepares estimates based on customer specifications.

KNOWLEDGE AND SKILLS

• English proficient (speak, write and read). Ability to communicate effectively with
• customers, peers and all levels of management.
• Excellent telephone skills (attitude, and professional etiquette).
• PC proficient (MS Office).
• Excellent verbal, written and communication skills.
• Excellent and accurate data entry skills.
• Able to complete tasks in an accurate and timely manner.
• Excellent math skills.
• Ability to work in and promote team environment.
• Detail oriented and organized.

PAST EMPLOYMENT EXPERIENCE

3-4 years recent experience in Customer Service. Some Offset Literature printing is a plus.

EDUCATION

4-yr college diploma; or 2-yr college diploma plus 1-2 years of applicable experience; or High school Diploma/GED plus 3+ years of applicable experience.