Customer Care Partner

Rohrer•Huntley, IL

22d•Onsite

About The Position

This role serves as the first point of contact for customers' purchasing agents/managers, managing assigned accounts through internal and external collaboration. The Customer Care Partner fields new customer calls, shares product information and service capabilities, and makes decisions based on customer needs and schedules. Responsibilities include timely and accurate order entry, gathering complaint information, preparing work orders for prepress and other departments, ordering necessary materials, sending proofs and samples for approval, and entering specs for approved items. The role also involves processing RFQs, attending production meetings, coordinating internal kick-off meetings for new projects, managing timelines, and communicating any issues or delays to customers. Additionally, the Customer Care Partner is responsible for inventory management, processing CIA accounts, assisting with collections, and fostering a culture based on Rohrer's Core Values. Other duties may be assigned.

Requirements

High School Diploma
3-5 years of customer service and/or 3-5 years of experience in project management
Knowledge within packaging and manufacturing industry
Printing and thermoforming training preferred
Background in LEAN preferred
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 preferred
Printing and thermoforming training preferred
Background in LEAN preferred

Responsibilities

Serve as the first point of contact with customers' Purchasing Agent/Manager.
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 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.