Customer Service Representative

We are seeking a motivated and detail-oriented Customer Service Representative to join our bindery team. In this role, you will be the primary point of contact for our customers, ensuring their needs are met and their expectations are exceeded. You will work closely with production staff to provide updates on orders, address customer inquiries, and resolve any issues related to bindery services.

Job Duties/Responsibilities:

Serves both sales representatives and customers as primary contact and source of information on a particular job.

Respond to customer inquiries via phone, email, and in-person regarding bindery services, product specifications, and order status.

Receives job from sales representative or customer.  Compares with estimate and discusses any differences with customer and sales representative.  Initiates job jacket and job ticket.  Plans the job: checks stock of cartons, glue, bands, etc. and orders if necessary; finalizes scheduling with Plant Supervisor and Shipping.

Collaborate with production teams to ensure timely completion of orders and communicate any delays or issues to customers.

Tracks jobs through production and communicates any problems and changes to plant personnel, sales representatives and customers.

Resolve customer complaints and concerns in a professional and empathetic manner.

Assist in the preparation of job specifications and estimates for customers.

Maintain accurate customer records in the database, ensuring all interactions and transactions are documented.

Provide exceptional customer service to build long-term relationships and enhance customer satisfaction.

Participate in team meetings and training sessions to continuously improve service quality.

Performs other duties as requested.

Job Requirements:

Must exhibit empathy for customers, their problems and needs.  Must be able to juggle many tasks and modify plans as requirements change.  Ability to describe physical objects and job processes over the phone, in person or in writing.  Initiates and maintains good organization of records and information.  Interested in preventing errors and solving problems.  Good math skills.  Professional telephone technique and effective interpersonal communication.  Typing and business correspondence skills.  Computer knowledge.  Experience in the printing or bindery area is preferred.

Minimum Qualifications:

High school diploma with typing, computer and business correspondence skills. Experience in the printing or bindery area is preferred.