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Customer Service Rep - General in Scottsburg, IN at Multi-Color

Date Posted: 2/27/2018

Job Snapshot

Job Description

Job Summary:

The Customer Service Representative (CSR) will manage the day-to-day relationships with new and existing customers, partnering with Sales and the plant to manage all aspects of service to the Customer from sale through supply chain.  This position serves as the key onsite liaison between Customer Service, Production, Sales, and Graphics and is a true Account Manager.  This is not a call-center environment.   

Job Duties:

  • Customer Relationship:  Consistently communicate and exhibit through service to every customer that they are valued, and their satisfaction is vital to our organization.  Use intimate knowledge of the customer's business to be proactive in meeting the needs of the customer.  Delight the customer beyond their expectations.
  • Financial:  Provide input into the annual plant sales budget and monthly forecast.  Ensure customer billings are accurate.  Coordinate A/R process with sales and accounting to ensure timely payments from customers.  Ensure consolidation of shipping information, including cost management.
  • Customer Intimacy:  Build trusting, communicative and indispensable relationships with customer. Understand customer's perspective. Know customer's business and challenges to predicatively anticipate their needs.
  • Processes:  Perform and coordinate order entry process and systems, including but not limited to, art work, job jackets, production estimates, work and shipping instructions in accordance with Company standards and specifications.
  • Internal Customer Service: Proactively compile, analyze and communicate pertinent customer information and data, such as historical, forecast, and trends.
  • Culture:  Model a customer focused culture for the organization. 
  • Capacity Rationalization:  Provide detailed information to aid in capacity analysis of new and existing business; working with Scheduling, Sales and Corporate Business Optimization functions to meet fluctuating customer demands.
  • Complaint Resolution:  Document and coordinate customer complaints and concerns, following the complaint through to resolution and disposition.  Communicate and bring to closure with Sales, Plant and Customer.
  • Continuous Improvement:  Participate in improving processes and system workflows.  Gain knowledge and skill on team members’ customers and workflows to serve as backup.
  • Teamwork:  Build strong relationships with all members of the organization and contribute to the goals and objectives of other functional areas.
  • Quality and Process Compliance:  Support the company Quality Statement.  Comply with quality assurance specifications of the customer and MCC including but not limited to handling procedures, paperwork requirements, etc.  Compliance with all data integrity, food safety, and GMP standards required.
  • Values: Model the Corporate Values and Principles: Integrity, Achievement, Passion, Perseverance, & Creativity.
  • Safety: Support a culture focused on a safe work environment.  Exhibit a safety-first attitude in all that is done, from proper PPE compliance to keeping the work environment safe and hazard-free.  Participate as an active member or leader of a Safety team. Compliance with all workplace and product safety standards and procedures is required.
  • Other: Additional duties as assigned.

Job Requirements

Experience/Skills Required:

  • Minimum 3 years Customer Service experience within a manufacturing environment within Customer Account, Supply Chain, or Logistics department required
  • Minimum 2 years ERP, VMI, and/or other Order Management systems experience required
  • College degree strongly preferred; High School diploma or GED equivalent with experience-equivalent required
  • Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
  • Strong Microsoft Excel skills, including ability to input formulas, perform analysis, create pivot tables, etc.
  • High level of accuracy, strong attention to detail, and excellent interpersonal skills
  • Ability to analyze data, draw conclusions, make recommendations, and present findings
  • Candidate must be a self-starter with strong organizational and planning skills; goal oriented
  • Articulate and clear in written and verbal communication
  • Must be able to relate and communicate to people at all levels of the organization
  • Assertive and solution-focused
  • Ability to prioritize, multi-task, and work in a fast-paced environment
  • Positive attitude, team player
  • Must be able to work at a computer, sitting at a desk and using a computer keyboard, mouse, monitor, etc. daily to fulfill duties.
  • Must be able to move about in office and plant in a safe manner; minimal travel to customer sites and other facilities may be requried.


 We are an EOE, and Drug-Free workplace. All finalist candidates will be required to pass certain pre-employment requirements.


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