Customer Service Representative - Labeling and Printing

Job Title: Customer Service Representative

FLSA Status (Exempt or Non-Exempt) Non-Exempt

Division & Department: Prin Tech, Label Sales

Reports To: Customer Service Manager

Position Summary:

The Customer Service Representative (CSR) will work in combination with their dedicated sales team and serve as the hub for the production activity and customer experience to their accounts. This position will work with the sales, customer, and production to adequately generate production orders and service our clients. Strong communication, memory and follow up is required as the order is processed through the manufacturing plant.

Duties/ Responsibilities:

• Gain a thorough understanding of GBS and the Prin Tech business.
• Develop a thorough understanding and the relevance of GBS products and services to the market.
• Complete extensive training in the areas of Project Management, Sourcing, ERP, Customer Service, and Account Administration.
• Work closely with assigned sales professional/Account Manager on developing additional revenue opportunities within assigned accounts.
• Participate in daily/weekly team huddle sessions to make sure the sales team is up to date on all relevant customer activities and needs.
• Obtain and communicate accurate specifications from customers to suppliers with proper customer approvals, where applicable.
• Assist with managing and maintaining customer activity within assigned accounts. This will include entering orders and releases, inventory analysis and trending, quality control of materials, quoting, and initiating and monitoring corrective/preventative actions.
• Assist with customer implementation of GBS products and services.

• Troubleshoot, analyze and deploy the appropriate resolution(s) regarding customer inquiries such as return authorization, tracing/tracking shipments, order status, complaints, inquiries, billing question/concerns.

• Work with sales or management, when required, on any sales activities with prospective GBS customers. Activities would include discovery, analysis, creating specifications, setting up new customers, etc.
• Maintain client product files which includes but not limited to samples, acknowledgements, proofs, and orders.
• Perform and maintain data entry for client accounts.
• Perform procurement and inventory management duties as assigned.
• Ability to provide and review client reports.
• Work with Account Executive, Account Manager, or Business Development as a team member on major account opportunities.

• Other duties and projects as assigned.

• Understand business and customer service processes.
• Ability to multi-task, maintain organization, and accurately prioritize in a fast-paced environment.
• Thrives in a collaborative and dynamic team environment, with active listening and conflict resolution skills.
• Effective and efficient use of computer applications such as: internet search, and Microsoft Office Suite or equivalent software.
• Passion for helping others and possessing good written, interpersonal and oral communication skills.
• Strong project management skills, along with independent judgement.
• Basic problem-solving skills including the ability to analyze various data and information.

Education and Experience:

• Minimum of 1 year of experience in a customer service position within an office setting
• Experience in the Printing Industry preferred, but not required.

Supervisory Responsibilities:

• Non-Applicable

Physical/ Mental Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Manual dexterity sufficient to operate standard office equipment.
• Ability to work in typical office setting; occasionally called upon to work hours in excess of your normal daily schedule.

Able to handle the stress associated with a fast-paced work environment, multiple priorities/tasks, making judgment decisions and adapting to changing work situations, grasping and applying new ideas, and communicating with various personalities at all levels.