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Customer Service Rep in Rochester, NY at WS Packaging

Date Posted: 8/28/2018

Job Snapshot

Job Description

Requisition Number
Customer Service Rep

Position Objective:
Under the direction of the Customer Service Manager, the Customer Service Representative is responsible for providing superior service that meets or exceeds all internal and external customers’ needs. Enter orders as they are received from customers or sales. Ensure all parties have agreed and signed off on documentation of orders. Provide input on how to best provide service to internal and external customers.

Role and Responsibilities
• Practice & sustain Lean Manufacturing and 6S procedures.
• Meet attendance & production standards & follow all WSPG policies and procedures.
• Serves as the primary WS Packaging Group, Inc. representative for assigned customers and/or sales representatives and acts as the conduit for all information required from customers/sales to expedite order
• Sets up and maintains customer master date in the company ERP system for an assigned set of customers and sales representatives. Documents key customer preferences and expectations and communicates these internally.
• Understand the basics of plant/equipment capabilities and limitations (tooling, presses, materials, applications) in order to determine the pertinent information and lead time required to produce a quality product; manage customer/sales expectations accordingly
• Manages the daily flow of customer orders.
     o Validates incoming art, orders, and other customer requests
     o Enters daily customer purchase orders into the ERP system from a variety of sources: fax, e-mail or on-line portals
     o Confirm charges, pricing, and miscellaneous charges. Add necessary price breaks to existing quotes
     o Provides accurate and complete information to internal customers
     o Follows up on proofing process to get prompt turnaround from art dept and the customer
     o Reviews and manages daily ship list & blanket order updates
     o Monitors inventory orders & programs; enters inventory release requests and ensures shipments are released as planned
     o Follows up on Rush Order requests
• Regularly updates customers with information regarding the order status Assists the assigned sales rep in a variety of ways to improve their sales productivity and optimize our management of the customer relationship
     o Makes appointments for reps as requested by customers
     o Preparation of sales materials and other customer communications
     o Keeps assigned sales rep informed of all significant customer activities and issues
• Fields customer calls throughout the day and provides backup when in need.
• Follows through on outside purchases for specific customer orders using approved suppliers
• Handle press proofs, process complaints/credits, research and assist in clean-up of open payment issues.
• Maintain and organize required customer/order information for future reference
• Participates in continuous improvement projects. Contributes customer-focused ideas to improve processes, throughput, or service standards; looks for opportunities to produce orders more efficiently and profitably while still meeting customer needs
• Manage customer inventory programs; proactively work with customers to maintain agreed-upon inventory levels and ensure shipments are released as planned
• Collaborates with sales reps, customers, and other employees of the organization to effectively resolve customer problems
• Prepares Corrective Action Reports to identify product defects and corrective actions.
• Prepares reports for sales analysis of customer development, such as purchase trends, inventory needs, and price grids.
• Assists in preparation of Matrix or contract pricing for key customers
• Assists with estimate preparation, upon request. Follow up on new and repeat estimates.
• Work with Customer Service Manager to implement key initiatives and assist in special projects/tasks such as new business set up; account/workload transition; back-up other CSR’s; process complaints; resolve open payment issues

Duties may be changed or additional duties assigned. 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.

Qualifications and Education Requirements
High school diploma, GED or equivalent experience. Associate’s degree or equivalent from two-year college or technical school preferred. Minimum of two years experience in Customer Service in a manufacturing capacity; related experience and/or training; equivalent combination of education and experience. Manufacturing and printing industry preferred.

Must have working knowledge of Microsoft Office Software including Outlook and the ability to learn company specialized software programs.

Preferred Skills
• Strong written/verbal interpersonal and communication skills. Must be able to read, write, and comprehend instructions and SOPs. Must be able to present information in one-on-one and small group situations to customers, clients and other employees of the organization.
• Ability to manage multiple tasks in an organized manner.
• Strong initiative, problem-solving, and resourcefulness.
• Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions and decimals. Ability to perform these operations using units of weight measurement, volume and distance.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to make sound judgment decisions with integrity.
• Ability to solve practical problems that deal with a variety of variables.
• Ability to work as a member of a team, provide input, follow directions, and receive constructive criticism.
• Proficient knowledge of Microsoft Office, including Outlook, and the ability to learn company specialized software programs

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 and walk. The employee is frequently required to use hands to finger, handle, or feel; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit; reach with hands and arms and climb or balance. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.


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