Customer Service Representative

Multi-Color Corporation Recruiting•Rochester, NY

18d

About The Position

As the global leader of premium labels, Multi Color Corporation (MCC) helps brands stand out in competitive markets and inspires positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference. The Customer Service Team delivers MCC Label’s World Class Service model by providing clear, concise and timely information regarding our customers’ purchase orders and shipments. This requires obtaining and utilizing an in-depth knowledge of our customers and the products that we produce for them. This will be achieved by demonstrating analytical thinking, comprehending the use of MCC’s business systems and exceptional communication skills.

Requirements

A four-year college degree; or two to four years related experience and/or training; or equivalent combination of education and experience.
Knowledge of Business Operating Systems; Internet software, Microsoft Word and Excel.
Safety: Support a culture focused on a safe work environment. Exhibit a safety-first attitude in all that is done, from proper PPE compliance to keeping the work environment safe and hazard-free. Compliance with all workplace and product safety standards and procedures is required.
Culture: Model a customer focused culture for the organization.
Continuous Improvement: Participate in improving processes and system workflows. Gain knowledge and skill on team members’ customers and workflows to serve as backup.
Teamwork: Build strong relationships with all members of the organization and contribute to the goals and objectives of other functional areas
Values: Model the Corporate Values and Principles: Integrity, Achievement, Passion, Perseverance, & Creativity.

Responsibilities

Knowledge of, understanding of and compliance to all Quality System Documents that are associated with this job description.
Actively participate in Hammer Packaging’s Lean, Quality, Product Safety, SQF (Safe Quality Foods), and Workplace Safety Programs.
Provide World-Class Customer Service.
Takes personal responsibility for their customers by providing accurate and timely information regarding purchase orders received.
Manages the process of customer purchase orders from order entry through shipment by consistent and accurate communication with internal and external customers.
Investigates the customer’s issues and seeks information about the real underlying needs of the customer beyond those initially expressed.
Effectively communicates and takes swift action to consistently exceed customer expectations to ensure accessibility to information and assistance in resolution of issues.
Committed to expanding their knowledge of MCC’s products, services and solutions.
Work collaboratively within the plant.
Works co-operatively within diverse departments, groups and across the plant to achieve the plant goals. Demonstrates the ability to be a “good team player” by assisting other people within the plant when needed.
Exhibits understanding and appreciation of opposing perspectives on issues and adapts an approach as the situation changes.
Demonstrate World Class Customer Service by satisfactorily performing to the following Key Performance Indicators.
Accuracy of orders and releases entered
Volume of orders and releases entered
Timeliness of orders and releases entered