What are the responsibilities and job description for the Customer Service Representative position at AWT Labels & Packaging?
Brief Description
AWT is a leading manufacturer of custom labels, flexible packaging, and precision converting solutions servicing Healthcare, Consumer Brand, and Technology clients worldwide. AWT employs nearly 650 associates and operates facilities in Minneapolis, MN (Headquarters), South Elgin, IL, Hauppauge, NY, Grand Blanc, MI, Anaheim, CA, Ottawa and Toronto, Canada, Winston-Salem and Garner, NC. AWT is the trusted partner for leading brands, delivering comprehensive, innovative, and sustainable solutions with exceptional quality, expertise, and responsiveness. More information about AWT can be found at www.awtlabelpack.com
AWT offers comprehensive benefits including medical, dental, vision, life insurance and other voluntary supplemental insurance coverages, HSA, 401k with match, holidays and paid time off. This position is also eligible to receive a quarterly performance bonus based on individual and company success.
Job Purpose: To effectively convey order and/or product information to customers, process orders, maintain inventories, resolve customer complaints and work on special projects.
Job Responsibilities
- Primary contact between customer, planning, sales, manufacturing and scheduling
- Reviews accuracy of customer’s P.O. and specifications against quote to ensure efficient, cost-effective manufacturing; correct and communicate discrepancies
- Communicates agreed upon ship date to customer and communicates with customer and sales concerning job status as appropriate
- Documents all job changes and communicates accurately and in a timely manner; communicates pricing changes to customer
- Ensures that customer contact is satisfied with service and communication (internal and external)
- Initiates job orders and ensures that information included in the job order is complete and accurate
- Ensures that necessary information and data is provided for all functional areas as appropriate
- Manages customer owned inventory (materials and finished goods) communicating with shipping and customer to ensure that requests/orders for finished goods are processed in an effective and timely manner
- Works with production planning to ensure jobs are planned profitably based on contract or other agreed to criteria
- Resolves credit and quality issues
- Provides documented feedback to sales and quality on any customer complaints to ensure they are addressed and resolved in a timely manner; follows through appropriately with customer to ensure that the customer knows we have taken the feedback seriously and are working to resolve them
- Follow ISO SOP’s as trained
Requirements
High school diploma or equivalent GED; secondary schooling or 1-2 years printing experience; minimum 3-5 years customer service experience.
- Excellent written and verbal communication skills
- Pleasant and professional people and phone skills
- Attention to detail; accurate with numbers and information
- Ability to follow through on a various duties
- Ability to work within a team environment
- Ability to shift priorities and multitask well
- Proficient with Microsoft Word, Excel and Outlook software
Summary
AWT is an Equal Opportunity Employer and we encourage all qualified and interested persons to apply for available positions by submitting an application or resume for consideration. AWT will not discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state and local laws. It is AWT's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.
Please note these job descriptions are not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.