Customer Service Representative

Position Summary

To be the liaison between external customers and the Mactac organization regarding the processing, follow-up and expediting of all orders from initial placement to actual delivery. Serves as a customer champion and ensures customer satisfaction in all dealings with Mactac.

Excels at the below duties and responsibilities. Requires minimal management support and supervision to handle all issues. Applies strong technical knowledge, communication skills, problem solving and decision making. Establishes and fosters positive customer relationships. Works effectively with team members, peers and management. Is recognized as an expert in all facets of the CSR role. Has a positive and flexible attitude. Handles accounts of high complexity and/or dollar volume in executing customer requirements.

Key Responsibilities

• Receive and process customer orders while screening information for accuracy and completeness.
• Continually monitors customer order progress throughout the manufacturing operation. Advises customers and sales of any significant delays while providing alternative to fulfill customer expectations.
• Acts as liaison between MACtac departments. Works in a cooperative manner with internal and external customers.
• Utilizes problem solving skills in a proactive manner to communicate to customer issues to those who have an interest or need.
• Cross training to be fully functional on the desk of team members and assist as workload dictates.
• Researches and resolves customer deductions and order discrepancies to include the notification to those who can provide a corrective action.
• Stays abreast of new developments. Is aware of competitive offerings and cross references.
• Participates in departmental meetings. Attends offered meetings and training opportunities as requested or required.
• Manage customer complaints and work with customer or sales reps to assist.
• Maintains customer profiles in Customer Central.
• Limited travel to company and customer facilities, as needed.

Scope:

• Decision Impact: Individual
• Department Responsibility: Customer Service / Graphics and Roll Label
• Budgetary (P&L) Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: The person in this position normally works in a manufacturing environment with time spent in the manufacturing facility. Hearing, eye, and foot protection are mandatory in the manufacturing area.
• Management Responsibilities Level: Individual Contributor / Entry - Level
• Reports to: Customer Service Supervisor
• Location: Troy, OH
• Travel: up to 10%

Selection Criteria:

• Education:
  • A bachelor's degree in business or a related field and 3-5 years of successful performance in a fast-paced work environment; OR an Associate's degree in a business-related field with a minimum 5 years' experience; OR a HS Diploma/GED with over 5 years of experience.
• Experience:
  • Industry experience is not required
  • Strong communication skills with internal employees, external sales teams, customers, and freight carriers.
  • Strong Microsoft Office experience preferred
  • ERP Experience required preferred
• Other:
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

What You'll Love About Us:

• Learning & Development: Tuition assistance available along with an internal training budget. Get with a hands-on company, in a fast-paced environment where you can have the runway to make change.
• Rest & Relaxation: 10 paid holidays off per year on top of a generous vacation policy.
• Great company culture: Work for a company that genuinely values work/life balance. We also have a give back mentality with participation in a variety of community activities & events.
• Prepare for the Future: Competitive 401(k) with company match.

Disclaimers:

• The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualificatio