Job description

Gamse Lithographing Co, Inc. is currently seeking a CSR to work in the Baltimore County (Rosedale) Maryland facility. Gamse offers a competitive benefit package and is a growing regional printer specializing in label packaging for Fortune 500 companies.
Position Summary:
Serves as liaison between Customers, Sales and Production.
Keeps informed of status of all jobs going through the plant so to facilitate prompt response to customer questions/updates expectations for delivery dates.
Serves customers by providing product and service information; resolving product and service problems.

• Opens customer accounts by recording account information. • Maintains customer records by updating account information. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Helps the finance department by processing customer adjustments • Recommends potential products or services to management by collecting customer information and analyzing customer needs. • Prepares product or service reports by collecting and analyzing customer information to include product status, inventory and other customer requested documentation. • Manages maintenance of customer inventory status reports as needed.

Minimum Qualifications: Background in printing processes and terminology. Key overall skills include: - Good communications - Organizational skills - Detailed oriented - Time management - Interpersonal skills - Initiative - Problem Solving Customer Service Representative Skills and Qualifications: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
Education and/or Experience: Requires a bachelor’s degree and 3-5 years’ experience
Language Skills: Ability to read and interpret a variety of documents such as customer aging reports, RFPs, estimate requests, procedure manuals, etc. Ability to write routine reports and correspondence. Ability to communicate effectively with agents, customers and other employees of the organization. The Customer Service Representative is often responsible for customer communications regarding sensitive topics such as quality complaints and outstanding receivables. The ability to communicate these messages in a clear yet non-confrontational way in both written and verbal form is a necessity. Over time a much greater percentage of customer correspondence is over email vs. telephone so writing skills are becoming steadily more important to this position, as is the ability proofread critical communications written by the CSRs.
Mathematical/Analytical Skills: Strong math skills are required. Our business has a very complex estimating process that requires Customer Service to understand rates, ratios, margins, markup, etc. Also many of the inventory programs require a combination of math skills and critical thinking in order to design processes that ensure we produce optimal quantities to balance the need to prevent the customer from running out of labels with the prevention of holding large quantities of obsolete inventory in the future. Proficiency with Excel is very important to manipulating various pieces of information in inventory status sheets and bid packages. Basic understanding of functions like PivotTables and vlookup formulas is strongly preferred.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use abstract reasoning subject to supervisor approval in situations departing from accepted procedures and practices.

Benefit Conditions:

• Waiting period may apply

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat
• In person

Work Remotely

• No

Job Type: Part-time

Pay: $35,000.00 - $47,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Bachelor's (Preferred)

Work Location: In person

Job Type: Full-time

Pay: $35,000.00 - $47,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Work Location: In person