Customer Service Representative

Justrite Safety Group is a growing family of industrial safety companies. Together we protect workers, workplaces, and the environment with a comprehensive range of industrial safety solutions. All Justrite Safety Group portfolio companies are united by deep safety knowledge, long experience, and a commitment to protecting people, property, and the planet.                        

SUMMARY:

The Customer Service Representative's responsibilities include assistance in quoting, costing and technical solutions for the Customer Service and Sales team across all Safety ID Brands. Understanding of production processes, internal and external customer relations, manufacturing methods, and sales-related software is required to maximize efficiencies.  Act as a liaison between Inside and Outside Sales, Operations and Marketing (where applicable) when working on customer projects.  Leverage the strength of the Customer Service and Operations team to provide world-class customer service satisfaction, while delivering speed and margin performance that meets or exceeds documented targets.

RESPONSIBILITIES:

Cost Estimating

• Responsible for monitoring the Quoting queue in Salesforce and prioritizing requests. Reviews customer requests and designs a solution to best fit their need.
• Uses internal tools like Encompass, Product Configurator, Proof Portal, SFO and ERP to manage, prepare, define product requirements, and design processes of custom products for the customers.
• Maintains a robust understanding of manufacturing processes and methods to guide customers and sales team to develop best solutions that maximize efficiency of manufacturing processes, meet customer expectations, and deliver necessary product margins.
• Review large or complex quotes with Operations Leadership and solicit input and guidance on the design of solutions being created for customer projects.
• Meet daily with the Quote Supervisor to review open quotes. Share and discuss large opportunities with Customer Service and Sales team on frequent basis.
• Using the defined escalation process, communicate large or complex opportunities with the Customer Service, Sales, and Operations teams and Leadership group. Follows approval process for establishing pricing on large opportunities or for deviation from pricing guidelines on any quote.
• Liaise with Operations Leadership daily for updates on lead times and capacity constraints, in order to provide accurate lead times on customer quotes.

Customer Service Support

• Manage incoming orders, quote requests, and other inquiries via phone, fax, e-mail, Web, and EDI 
• Prepare product quotations quickly and accurately 
• Follow through on all assignments and commitments, regularly reporting status to Team Lead or Department Manager, if applicable, and always keeping customers aware of any changes or pertinent details  
• Provide assistance and guidance to the Customer Service and Sales Team in reviewing technical questions on standard and custom product.
• Assists with regular quoting and customer requests during times of high volumes.
• Interact directly with customers via email, video conference, or phone.

Continuous Improvement and Training

• Actively engages in learning and applying Continuous Improvement tools and initiatives within their department and the business.
• Fully participates in Daily Management and practices formal Problem Solving on a consistent basis.
• Assist in the continuous development of best practices to promote efficiency and accuracy within the department and business.
• Provide training sessions to the Customer Service and Sales Team focused on raw materials, artwork standards, and production methods and processes.

Occasional Duties

Assist with special projects as requested.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

Associates degree in Business related degree field and/or 4+ year’s relevant experience preferred. Experience in digital printing and manufacturing operations a plus.

LANGUAGE SKILLS 

Ability to read and comprehend instructions, short correspondence, and memos. 

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fr