Customer Care Partner

Rohrer Corporation•Huntley, IL

23d•Onsite

About The Position

This role serves as the first point of contact for customers' purchasing agents and managers, managing assigned accounts through internal and external collaboration. The Customer Care Partner will field new customer calls, share product information, and discuss Rohrer's service abilities via telephone, email, or in person. Key responsibilities include entering orders accurately, gathering complaint information, reviewing artwork for production, ordering necessary materials, sending proofs and samples for approval, processing RFQs, and attending daily production meetings. The role also involves coordinating internal kick-off meetings for new projects, managing timelines to meet customer expectations, and communicating any issues or delays. Additionally, the Customer Care Partner will prioritize production schedules based on customer impact, manage inventory, handle CIA account processing, assist with collections, and foster a culture based on Rohrer's Core Values. Other duties as assigned.

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
Exemplify Rohrer’s Core Values: Ownership, Creativity, Collaboration, Authenticity
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

Nice To Haves

College degree
Knowledge within packaging and manufacturing industry
Printing and thermoforming training
Background in LEAN

Responsibilities

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.
Other duties as assigned.