Customer Service Representative (60774)

Walsworth•Ripon, WI

16d•Onsite

About The Position

As a Customer Service Representative I, you will serve as the primary contact for external and internal customers. You will ensure that all jobs are expedited through production in a timely manner and will be responsible for making judgments and discretionary decisions that affect the operations of the organization and effectively communicate those judgments to the customer.

Requirements

High School Diploma or equivalent
One year customer service-related experience
Ability to handle multiple tasks and projects.
Ability to remain organized and self-directed in a fast-paced environment.
Ability to work in a team environment.
Maintain professionalism when speaking internally and externally with other team members and customers.
Ability to interface with a variety of individuals or groups on a frequent basis.
Ability to work with limited direction and supervision, while demonstrating good judgment and strict confidence.
Must be proactive in identifying situations early and alerting the appropriate people with an accurate interpretation of the potential situation and recommending a solution.
Decision making skills and demonstrating the ability to apply the total quality involvement process procedures are essential.
Must be well organized and responsive.
All information should be ready at hand to solve the customer’s concerns and to know where to obtain the information.
Must respond to the customer or sales representative in a timely manner.
Demonstrated advanced proficiency with MS Word, Excel, Outlook and Windows based databases.
Requires a very high level of attention to detail, as well as excellent organizational, project management and time management skills.
Ability to work overtime and weekend if daily work requires.

Nice To Haves

Knowledge of the AS400 preferred.

Responsibilities

Work in and out of multiple systems throughout the day, including AS400, Workshop, Prodnet, Salesforce, Monarch, Whiteboard, Insite, and all Microsoft Office Applications.
Receive orders, review specifications, and make arrangements for jobs to be entered into the production system.
Work closely with the Scheduling Department and Manufacturing Department supervisors to ensure timely deliveries.
Work with customers on cover impositions, dummy books, press tests, and answer preliminary questions.
Get customers in contact with computer support to test files and get information needed to set up files according to specifications.
Follow up on any jobs that are preloaded.
Complete and maintain all required paperwork, records, and documents.
Organize and hold planning meetings with plant management for new or large customers, and titles with complicated requirements.
Inform customers and sales representatives of schedules.
Send proofs to customers and log proofs back into the AS400 system, prepress report, and send emails to operators working the files.
Break out fixed and variable costs and supply customers with variances.
Prepare shipping instructions for drop shipments, and sort & edit customer-supplied shipping address spreadsheets for upload.
Manage fulfillment orders and inventory.
Maintain or reduce costs associated with assigned accounts.
Maintain or increase sales revenues for assigned accounts by providing exceptional service.
Work with the mail department on mailing files and understand mailing processes.
Attend Production Meetings with Manufacturing.
Check samples to ensure accurate final product.
Create Standardized Operating Procedures to improve job processes and productivity.
Make retention calls/emails to past customers during downtime.
Follow and comply with all safety and work rules and regulations.
Maintain housekeeping standards.
Serve as a back-up to other CSRs.
Perform all other duties as assigned.