Customer Care Partner

Rohrer•Wadsworth, OH

48d

About The Position

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This role serves as the first point of contact with customers' purchasing agents/managers, managing assigned accounts while collaborating internally and externally. Responsibilities include fielding new customer calls, sharing product information and Rohrer service capabilities, and making decisions related to customer needs and schedules. The role involves timely and accurate order entry, gathering complaint information, and preparing work orders for various departments based on customer artwork and designs. It also includes sending proofs and samples for approval, processing RFQs, attending production meetings, and coordinating internal kick-off meetings for new customer projects. The Customer Care Partner initiates and manages timelines for customer expectations, communicates any issues or delays, prioritizes production schedules based on customer impact, and is responsible for inventory management. Additionally, the role involves managing CIA account processing and assisting with past-due collections, fostering a culture based on Rohrer’s values.

Requirements

Ability to make decisions as it relates to customers’ needs and schedules.
Ability to enter orders accurately and in a timely manner.
Ability to gather complaint information and enter into system.
Ability to review artwork/designs from customers.
Ability to send proofs, die samples, color folders, mockups, and prototypes for approval.
Ability to enter specs for approved items and obtain layouts for production.
Ability to process RFQ’s.
Ability to attend production meetings.
Ability to coordinate/manage internal kick-off meetings.
Ability to initiate and manage timelines.
Ability to contact customer with issues or delays.
Ability to prioritize production schedules.
Responsible for inventory management.
Manage CIA account processing.
Assist with past due collections.

Nice To Haves

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

Serve as the first point of contact with customers' purchasing agents/managers.
Manage assigned accounts while collaborating internally and externally.
Field new customer calls and share product-related information and Rohrer service abilities.
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 requests, 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.