Sr. Customer Support Specialist

SOUTHERN CHAMPION TRAY LLC•Fairfield, OH

About The Position

A strong customer advocate and Subject Matter Expert (SME) focused on creating an effortless customer experience by delivering distinctive service and superior quality for Southern Champion Tray’s (SCT) corrugated stock and custom packaging line of products. Manages each customer order and guides the team through the various aspects of the process. Actively partners and collaborates with internal departments to facilitate the activities necessary for successful completion and delivery of products. Models the behaviors central to SCT’s Mission and Core Values, while successfully demonstrating strong business acumen and industry knowledge, effective collaboration and superior service to support SCT’s continued growth.

Requirements

High School Diploma or equivalent required; Bachelor’s Degree in Business or related field is preferred; combination of education and experience considered in lieu of degree.
Minimum of 3+ years of experience in a customer interfacing role responsible for managing and servicing a large number of accounts, account management / project management.
Requires strong working knowledge of production and operations; print production, paper conversion, paper packaging industry experience is required; corrugated industry experience is strongly preferred.
Demonstrates ability to efficiently manage time with strong organizational skills; must be highly detail oriented with a focus on quality and accuracy, and have the ability to manage multiple priorities and deadlines.
Demonstrates a strong bias towards action, self-motivated and easily adapts to change.
Requires strong computer skills with demonstrated proficiency in MS Office including Outlook, Word & Excel; experience with an Enterprise (ERP) or Manufacturing (MRP) enterprise-wide software program is a plus; experience working with Radius® MRP is preferred.
Minimal travel may be required including customer locations or other SCT locations as needed.
Must have the ability to read and understand complex documents, letters, etc. and write legibly in English. Must be able to understand and speak clearly, and communicate in English.

Responsibilities

Manages the overall customer order process for SCT’s corrugated packaging division throughout the various stages of the project including obtaining customer approvals, conducting new item meetings, performing new item setups, entering sales orders, coordinating design needs, submitting approved art files, coordinating shipping and logistics, managing change requests, assisting with customer and internal complaints, and actively participating in customer resolutions.
Actively partners and collaborates with internal teams including Structural Design (CAD), Graphics, Scheduling, Estimating, Production, and Shipping; consistently monitors and communicates status of customer orders throughout all phases of production to ensure customer needs and deadlines are met.
Reviews outstanding action items with team daily; provides guidance and assigns tasks to others on the team, as necessary, while prioritizing the tasks and activities needed to process and successfully deliver customer orders.
Serves as the liaison between the corrugated packaging team and the Stock Customer Service/Sales teams to communicate customer needs, status updates, change requests, and any other pertinent or critical information.
Proactively responds to Corporate Sales & Service inquiries on questions regarding corrugated packaging items including product and technical information, availability of products, production status, delivery dates and shipping status.
Actively participates in daily production meeting providing information and updates regarding customer needs, due dates, known obstacles, and information about upcoming jobs; ensures any delays, issues or new information is appropriately communicated to all stakeholders and ensures appropriate follow up on outstanding issues.
Initiates new spec process in system and accurately completes all information for review; coordinates New Item meetings with all stakeholders to review and discuss customer specs, job information, obtain necessary approvals, and ensure all information is needed to move forward with production.
Responsible for new item creation and set up in the system; verifies accurate sales and cost information and item finalization.
Monitors and verifies that all customer approvals are received; identifies and confirms responsible party for plate or die charges, as needed.
Manages and coordinates all shipping and logistics including accurate set up of shipments in system, routing, load charges, delivery dates, shipment approvals, and shipment diagramming; schedules shipment of product with various carriers including LTL providers and/or brokers; consistently monitors status to ensure on time delivery of customer orders.
Manages direct ship orders including order entry and product tracking; provides updates to Sales and promptly responds to customer inquiries, as needed.
In partnership with the Quality Manager, helps serve as a point of contact on customer complaints; receives, verifies and processes internal credits and external credits through Accounting; documents and provides job tracing information, and enters complaints into system per SCT and compliance standards.
Effectively communicates with all stakeholders regarding any returns; completes and processes all necessary paperwork for returns, oversees all reverse logistic activities.
Processes and verifies accuracy of customer orders utilizing internal systems and customer purchase orders; reviews all documents to ensure accuracy; verifies quote and purchase order match; reviews and verifies accuracy and quality of the work of others.
Actively seeks opportunities to improve, enhance and implement new business processes and procedures that add value or positively impact the customer, internal efficiencies or company profitability.
Participates and contributes to various projects and initiatives as needed including new system implementations or upgrades, continuous improvement projects, company committees, etc.
Supports team with interviewing and selecting new employees; trains and onboards new team members and provides guidance and coaching to ensure adequate support.
Assists with performing general office duties, as needed, including maintaining and ordering office supplies, assisting with company events, or other tasks necessary to support the team with overall office operations.