CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative is responsible for processing customer print orders and handling customer requests and inquiries.  Provides prompt and accurate information to SURTECO customers in a friendly and professional manner and provides complete departmental support to the sales team and other departments as needed.

This job has no supervisory responsibilities.

 RESPONSIBILITIES include the following. Other duties may be assigned, as needed.

 Order Entry

• Accurately enter all incoming customer orders.
• Notify scheduling of requested print dates and to verify base paper availability.
• Confirm pricing, design information, trim widths, etc.
• Notify customers of any changes in print week or scheduling conflicts.
• Send Order Acknowledgements to customers to verify new orders or change requests.
• Coordinate with supply chain and notify Germany for orders that need to be printed in Germany.   Follow through until completion and delivery.

 Invoicing

• Create and process invoices for customer shipments and provide them to the Accounting Department.
• Fax and mail appropriate copies of invoices to customers.
• Create and process credits for customer claims, as needed, and provide them to the Accounting Department.
• Ensure all pricing and delivery terms are up-to-date and accurate.
• Assist the Sales Department in maintaining the price list, as needed.

 Order Status Reports

• Prepare and maintain order status reports.
• Ensure weekly delivery of reports to customers.

Inventories

• Maintain and verify all finished goods inventories.
• Ensure all materials are in the appropriate storage codes.
• Support the Accounting Department with physical inventory audits and documentation.

  Warehousing & Shipping

• Ship, release and maintain inventory between Agawam storage and warehouse location.
• Process all customer releases and verify all available material is ready for shipment.
• Contact customer trucking companies and schedule pick up for domestic and international shipments.
• Prepare delivery notes, bills of lading, customs paperwork, etc.
• Contact and provide shipping documentation to the appropriate trucking companies and warehouses.
• Negotiate shipping rates with trucking companies and set up requested contracts.
• Organize and prepare all outbound vessel and air freight shipments for Customer Service and other departments as needed.
• Work directly with Surteco’s Customs broker to ensure efficiencies at all levels.
• Prepare stock lot shipments to India.
• Oversee NAFTA documentation and another relevant required documentation.
• Resolve shipping issues, including credit requests.

 Production/Scheduling

• Attend daily production meeting.
• Assist the Customer Operations Manager with the weekly production schedule and base paper delivery times, to ensure availability for printing.
• Collaborate with Supply Chain to ensure base paper order availability and lead times.
• Confirm with the Design Manager for new cylinder availability.

 Design Specification

• Create and maintain the customer design base from production. 
• Provide necessary customer, order, and design specifications to the Production Dept.

 Miscellaneous

• Provide support relief for receptionist.  Answer phones and oversee lobby area as needed.
• Prepare and maintain accurate customer related folders, including all correspondence, outturns and standard submittals.

REQUIRED QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below 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.

•  Proficient computer skills on PC platforms.  Intermediate skills in applicable software packages, Microsoft Office and office equipment.  
• Ability to read, write and comprehend instructions, correspondence, and memos.  Ability to effectively present information and respond to questions in one-on-one and small group settings from managers, employees and/or customers.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio and percent and to create and interpret bar charts/graphs.  Ability to calculate figures and amounts, such as measurements and volumes, for basic mathematical situations and problems.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, diagram or schedule form.  Deal with problems involving several concrete variables in standardized situations.   Ability to define problems, collect data, establish facts and draw valid conclusions.
• Maintain a valid Driver’s License 

 EDUCATION and/or EXPERIENCE 

• High school diploma or general education degree (GED) is required; 2-year college degree preferred.
• 1-3 years’ customer service/sales experience and/or training required; or an equivalent combination of education and experience.  

 PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 While performing the duties of this job, the employee is regularly required to stand; walk; sit; bend; kneel; squat; climb stairs; use hands to finger, handle, or feel; reach with hands and arms; talk and hear.  

 WORK ENVIRONMENT and ENVIRONMENTAL CONDITIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate. There is limited exposure to physical risk.