Customer Service Rep II

DUTIES AND RESPONSIBILITIES•Receive and process customer purchase orders. Enter and plan sales orders to translate thecustomer requirements into production requirements which are forwarded to productionscheduling.•Process change orders, trial orders, remake orders and rework orders to comply withcustomer needs.•Inform Business Manager of any significant changes or issues with a customer account orspecific orders.•Work closely with the manufacturing and planning teams to ensure that customer orders aremoving through the system as needed and that customer requirementsship dates are met.•Ensure that all purchase orders have accurate pricing and if not, collaborate with the businessmanager to resolve any discrepancies, processing only those POs that have correct pricing.•Maintain order status reports, as needed, for tracking and managing customer orders andinventories until such time that shipment is made.•Develop and manage customer specific forecasts, inventory models and stocking programs toinsure that we can provide product to meet the customer requirements. Maintain andmanage any finished goods safety stock requirements through the forecast and sales orders.•Manage customer specific inventory programs to insure that the customer remains incompliance with the terms of the program.•Process and execute shipments.•Create and distribute all documentation for domestic and export shipments.•Create and distribute all invoices, ensuring the accuracy of quantities and pricing beforeupdating.•Create and distribute credit notes as needed.•Process new artwork by initiating the creation of a new finished goods number, enteringproduct specifications as supplied by the customer and forwarding the artwork to graphics forthe creation of keys or color swatches. Coordinate the customer approval of the keys or colorswatches.•Assist the Business Manager to coordinate customer visits for press side approvals.•Ensure that packing specifications are accurate and current.•Ensure that all customer specific instructions are accurate and current.•Respond to customer inquiries in a timely manner.•Initiate, monitor andor process customer complaints, forwarding samples to QA andmanaging communication of return authorizations and RCCA with the customer.•Work with the credit and collection team in the collection of past due invoices as requested.Place shipments on hold if directed by finance.•Visit customer facilities 1-2 times per year. Some overnight travel by various modes oftransportation including airplane, train or automobile as deemed appropriate.•Provide insight and advice to senior management concerning decisions and prioritizationneeds which arise during the course of the sales and order fulfillment process.•Ability to work extended hours if needed.•Perform related duties as assigned by Supervisor

Created: 2025-02-07