Customer Service Representative

Overview

Position Title

JOB DESCRIPTION
Customer Service Representative

Pay Rate
FLSA Status:
Non-exempt

PL
: 4

$48,300 - $64,400 (USCORE)

Multiple factors, including individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. Variable

Category/Shift
Hourly Full-Time 8 am – 5 pm
OT as required

Physical Location
Beaverton Ink and Plate
5570 SW Western Ave
Beaverton, OR 97005

The CSR II’s role is to communicate with internal and external customers, estimate and enter orders, and perform a variety of additional activities to facilitate excellent customer relationships and support effective print plate production and shipping operations. The position is a critical position as individuals in this role have direct communication with our customers. The daily interactions and accuracy of information, as well as timely and effective communication to our customers, are critical factors affecting our facility’s performance and customer retention.

This position requires a high degree of organization and prioritization of daily tasks and responsibilities and provides critical daily interactions to our customers that allow International Paper to achieve and maintain an excellent customer relationship and enhance customer loyalty.

• Receiving, processing and monitoring customers’ orders.
• Coordinating and facilitating orders through the entire system--from initial customer contact through final production of printing plate order.
• Handling customer concerns and communicating to appropriate departments.
• Involved with continual interaction with production and art departments.
• Provide excellent customer service through timely and accurate customer communications via email and telephone.
• Accurately enter customer orders into order entry system.
• Communicate status of orders to customers.
• Initiate entry of customer complaints into the customer feedback system.
• Produce estimates and quotations for customers.
• Coordinate warehouse inventories, reorder and ship quantities based on established parameters.
• Work with production staff and utilize internal systems to achieve on-time customer deliveries.
• Work with sales staff to ensure accurate and timely customer communications.
• Ensures customer retention/satisfaction.
• Assist with aspects of training customer relations representatives new to their role.
• All other duties assigned.

• 3-5 years of proven customer service/relations experience with a “Customer First” focus.
• Excellent interpersonal skills, problem-solving skills, multi-tasking skills, and must work well under pressure and prioritize work effectively.
• Strong oral, written and e-mail communication skills.
• Ability to handle telephone conversations, listening and communicating.
• Computer program knowledge, including Microsoft Outlook, Word, Access, and Excel.
• Enthusiastic, customer focused, self-motivated, innovative and aggressive.
• Excellent phone and email etiquette and courteous, professional communication and customer relationship/service.
• Strong problem solving skills
• Key competencies required include:
  • Customer Focus
  • Action Oriented
  • Integrity and Trust
  • Perseverance
  • Composure
• The ability to perform math functions including working with fractions, manipulating and recording figures to provide accurate quantities, estimating and quotations.
• BS/BA in appropriate field a plus.
• Customer service experience in a manufacturing environment a plus.
• Knowledge in corrugated packaging or flexo-graphic