Customer Service Rep - 1st Shift, 8AM-5PM, Mon-Fri

Avery Dennison•Gardner, KS

18h

About The Position

The Customer Services Representative serves as the liaison between Rotary clients and Vestcom’s coordinating departments in order to ensure projects are completed on time and client satisfaction remains high. This position is the key contact for specific assigned clients. In conjunction with the Client Services Manager, the Customer Services Representative provides day-to-day client relationship involvement, tracking projects and issues resolution. In this role, you will work 1st Shift, 8AM-5PM, Mon-Fri.

Requirements

High School diploma or GED required.
At least 3 to 5 years related business experience and/or training in client service; or an equivalent combination of education and work experience required. Previous printing industry experience preferred.
Must possess the ability to be diplomatic with challenging clients.
Excellent oral, interpersonal and written communication skills. Must be able to effectively communicate information to clients, and employees.
Ability to work in a collaborative and participative, team-oriented environment, working with clients (both internal and external), all employees, and others in a professional manner.
Strong organizational skills with ability to manage multiple projects concurrently, delivering against deadlines; with keen attention to detail to ensure highest quality of deliverables.
Proficiency in the following computer applications: Excel, Word, Google Apps - Gmail, Calendar, Drive, Sheets, Docs, and Sheets.
Ability to embody and reflect Avery Dennison’s core values
Compliance with Company policies concerning maintaining a drug free workplace is required
Compliance with all Company policies is required including all safety policies and procedures

Nice To Haves

Previous printing industry experience preferred.

Responsibilities

Serves as a point of contact between assigned accounts and Vestcom.
Handles 20+ client accounts, typically with revenue less than $5MM.
Communicates effectively with specific assigned clients to ensure projects are completed on time and issues are resolved expeditiously.
Provides regular status updates to keep clients informed of project status, changes, issues and needs or client special requests.
Provides Account Management support to clients independently and in conjunction with Vestcom’s Commercial team to drive higher client satisfaction.
Presents customers with new products, samples, and pricing for revenue growth.
Keeps Client Services Manager updated on any changes made to client orders/products.
Participates in regular and ad hoc meetings for client projects and client issues.
Coordinates new client projects and/or requested changes on an on-going basis and ensures the proper completion of assigned projects.
Gather all information necessary to begin projects such as die layouts, creative, quantities and pricing, store lists, delivery schedules, etc.
Ensures that all required elements of information needed by internal departments are supplied by the client.
Reviews and performs quality checks on pre-production proofs (whenever possible) to make sure all changes/updates have been made correctly.
Prepares and maintains documentation related to client requests, issue tracking and resolution, performance statistics, and product inventory or billing data as required.
Initiates client credit requests based on complaint resolution.
Develops working knowledge of client’s business processes and organization to provide excellent service to the client.
Ensures total client satisfaction, through the timely completion of client requests.
Coordinates the scheduling and prioritizing of jobs, and requests, ensuring that client deadlines are maintained.
Communicates routinely with production management on special production job scheduling needs.
Evaluates and determines when committing to expedited, un-billed shipping methods is necessary to ensure clients’ delivery requirements are met.
Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.