Customer Service III

The Customer Service Level III is responsible for reviewing client job specifications, managing consumable orders, and overseeing inventory and forecasted ordering programs in collaboration with customers. This role involves processing client artwork, proofing, and addressing job-related constraints while ensuring timely and efficient handling of orders, quotes, samples, and other requests. Occasional travel may be required to meet clients, and the role also provides support in the absence of Rohrer team members as needed.

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

• Fielding new customer calls and sharing product related information and Rohrer service abilities with the client.
• Discuss Rohrer services to customers by telephone or in person, take or enter orders, and obtain details about customer complaints.
• Data entry of order information (Match P.O prices and items to new/rerun items, etc.)
• Post reservation production tickets (if applicable).
• Attend daily production meetings to share information with production (new projects, upcoming large orders, expedited request, etc.)
• Review artwork/designs from customers to prepare work orders for prepress, thermo tooling, design to have proofs, concept drawing, prototypes and samples made. Order color folders if necessary.
• Send proofs, die samples, color folders, mockups, and prototypes for approval.
• Enter specs for approved items (print & thermo) and obtain layouts for production.
• Process RFQ’s per information provided by sales and the customer.
• Initiate and manage timeline set for customer expectations (orders, new projects, RFQ’s, inquiries, etc.)
• Contact customer with any issues or delays in meeting requirements including any shipping/freight issues that may arise.
• Handle customer complaints and obtain the best compromised solution.
• Responsible for inventory management.
• Manage CIA account processing and assist with past due collections.
• Foster a culture based on Rohrer’s Core Values (see KSA’s below).
• Other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High School Diploma; College degree preferred
• 3-5 years of customer service and/or 3-5 years of experience in project management.
• Knowledge within packaging and manufacturing industry and to have printing and thermoforming training preferred
• Background in LEAN preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Exemplify Rohrer’s Core Values:
  o Partnership – Actively develop relationships with our internal team and external partners to create shared value
  o Integrity – Building trust as we operate under our guiding principles of honesty, decency, and ethics
  o Drive – Engaged and passionate about proactively leading and participating in continuous improvement
  o Initiative – Develop creative and inventive ideas that shape our markets and achieve our strategic objectives
• In-depth knowledge of the project management process
• Excellent verbal and written communication with the customers well as strong interaction with
  sales staff, supervisors and plant employees
• Exceptional organizational skills, strong attention to detail, task completion and multitasking skills
• Exceptional teamwork attributes
• A strong desire to help others and have outstanding people skills
• Strong leadership qualities with a focus on satisfying customers
• Capable of setting timelines with goals and communicating with all Rohrer team members to
  reach goals accurately
• Able to successfully manage and distribute work to appropriate team member to process work
  efficiently
• Thorough knowledge of all aspects of traditional packaging such as printing, thermoforming, heat
  seal trays and finishing processes with an understanding of interactive workflow
• Enjoys talking with people and dealing with customer complaints to ensure customer satisfaction
• Able to work in a fast-paced environment, be a flexible thinker and enjoy challenges
• Strong problem-solving and judgment skills to handle customer complaints/issues independently
  and solve problems with little supervision
• Capable of cross-training with all Rohrer team members

SCHEDULE

• 8:00 AM - 4:30 PM
• Monday - Friday
• Opportunity to Work From Home 2 Days per Week

PAY:

• $50,000 - $55,000
• Hourly, Non-Exempt

Salary : $50,000 - $55,000