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Customer Service Representative


Posted: 1/17/2018
Job Status: Full Time
Job Reference #: 3405

Job Description

The main goal of a Customer Service Representative is to deliver excellent customer service. This position is responsible for providing accurate information to the customer and timely responses to their needs. The Customer Service Representative also acts as a liaison between the Company and customers, and works closely with other departments to ensure a high level of customer satisfaction and so maintain profitable customer relationships.

Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. First point of customer contact for general inquiries like deliveries, products, scheduling etc. Builds and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty.

The Customer Services Representative is responsible for managing the ERP system, according to the overwhelming demand the AX Dynamics system is bringing to the department, this professional will be required to input all data regarding Customer product.


Essential duties and responsibilities

  • Works with the Prepress and Product Engineering departments on development and/or update of electronic and physical samples based on the customer files. Sends the samples to the customer and after approval, sends the information regarding the homologation to the involved areas;
  • Works with LTC and PM team on the Packaging specification (DOC D);
  • Inputs updates or enters new Sales Orders information into the AX system;
  • Provides accurate and fast processes for orders received;
  • Collaborates with Manufacturing on production schedules to meet customer deadlines
  • Monitors customers due dates, suggesting adjustments to plant production schedules and tracking shipments as needed;
  • Ensures that customer requirements are met from the time of initial order until the product is delivered and invoiced;
  • Acts as interface between the customer and internal areas in order to have final homologation, new products and technical information;
  • Prepares weekly status reports as requested by the customer;
  • Investigates and follow-up complaints received from customers working closely with the quality department, filling customer complaint form and informing customer about solutions and actions plans accordingly;
  • Prepares weekly status reports as requested by the customer;
  • Keeps the customers informed of delays or any occurrence in the order;
  • Proactively foresees possible delays or complications and plan strategies to avoid or minimize them;
  • Provides sales support on preparation of quotes, tenders, proposals, information and documents;
  • Proactively informs sales team about any possible problem happened during the production that may impact the delivery to customers;
  • Acts as a support for sales area in order to provide information on best options for supplies and products for production process;
  • Keeps the sales area posted about production status to follow the forecast accuracy;
  • Prepares weekly status reports as requested by the functional boss

Required Skills
  • Self motivation;
  • Diplomacy and reliability;
  • Enthusiastic and effective team member;
  • Investigative and problem solving skills;
  • Get immediate action;
  • Clear up the problems so that it never happens again;
  • Ability to be listened to;
  • Have great knowledge of the customers needs;
  • Have empathy for the customers situation;
  • Able to communicate clearly, both written and in speech;
  • Be high-minded and able to handle complaints, even when handling unpleasant customers;
  • Works accurate and with eye for detail;
  • Handles in the best interest of both customer and company;
  • Able to use software (Office Package) and information systems to analyze the customers situation;
  • Willing to build a long-term relationship with the customer.
  • Have good interpersonal relationship
  • Advanced English skills
  • Office Package – intermediate skills

Required Experience