Customer Service Specialist

GPA, as part of the Fedrigoni Group, is the market leader in substrate solutions for offset, digital, and wide-format printing, with a comprehensive offering of pressure-sensitive papers, printable films, eco-friendly substrates, digital and specialty papers, and more. Our foundation is built on consistently delivering a wide variety of superior products that help our partners and clients innovate and shape the printing industry. It is our continued focus on developing innovative solutions for our customers and their businesses, combined with the commitment to provide the best products in the marketplace that has positioned us as the industry leader.We are currently looking for a Customer Service Representative, to join the team at our headquarters in McCook, IL headquarters. The ideal candidate is an experienced customer service professional with 5+ years in order taking, quoting, and tracking shipments, ideally in the paper or printing industry. They should be highly organized, detail-oriented, skilled in ERP/CRM systems, and able to communicate effectively with both customers and internal teams in a fast-paced environment.Primary Function: Serve as liaison between customers and all internal departments to service the customer in a seamless fashion that demonstrates world-class customer service. Ensure clear, precise, timely, accurate, and professional communication to all internal and external customers.Exhibit positive leadership in a manner consistent with the GPA Mission, Core Values, and Annual Corporate Objectives.Primary Responsibilities: Answer inbound customer calls and emails which includes taking orders, answering questions regarding order inquiries, application/product capability, item inventory/price check, product substitution recommendations, custom order processing/lead times, and freight/shipping.Monitor CS correspondence dashboard to navigate daily activity; flexing to change direction, adjusting speed, or requesting additional resources as needed. Use slower times to follow up on orders, process credits, or complete projects or product training initiatives. Proactively communicate to the Sales Team and the customer if any delays or changes to the order occur after confirmation.Report any phone, system, or outage issues immediately to the CSR Lead and IT department (if necessary).Accurately and efficiently process phone, fax email, or web orders, sample requests, and quotes - updating customer account data as necessary.Process custom quotes and orders including, the gathering of appropriate information from the customer regarding the order, establishing and communicating accurate lead times, entering the order with all pertinent information, and communicating to the merchandising team complete and accurate information when requesting custom quotes. Listen and understand customer's needs and where applicable, escalate concerns to the CSR Lead and/or Manager.Problem solve customer situations including - contacting someone in-house to gather information, providing pricing information by looking at system quotes or researching customer billing history, etc. Interact with customers and GPA internal team: Sales, SCP, Finance, Production, and warehouse personnel in a timely, accurate, and professional manner. Ensure clear, accurate, and timely communication of information to Accounting, Marketing, Merchandising, SCP, Sales, and Warehouse teams. Secondary Responsibilities:Work with our Sales Team to inform them of the need for cost and system information updates, where necessary. Assist them with understanding the process of updating information, and as able, input such updates on a limited basis and only as time allows.Monitor product inventory levels while processing information requests and notifying SCP of needs as they arise.Work to process all open cases in a timely manner by expediting requests for information back to the sales team or other departments. Ensure cases are closed in a timely fashion.Provide daily follow-up on open orders, back orders, drop ships, and credit hold orders as necessary.Assist in the development or adjustment of SOPs (Standard Operating Procedures) for Customer Service.Obtain freight quotes from the FedEx Desktop and/or work closely with the Freight Coordinator to determine the most cost-effective and fastest mode of transportation.Keep up to date on new product data or processes as necessary.Attend all scheduled GPA meetings and serve as an active participant.Enter workflows for consignment/mill return.Coordinate pick-ups with the Freight Coordinator for customer returns. Position Requirements: 5+ years of Customer Service Experience order taking, quoting prices, and tracking shipments.High School diploma required, college degree preferred.Paper or printing industry experience is strongly desired.Excellent verbal and written communication skills are a must.Must be organized and detail-oriented and able to juggle multiple priorities routinely.Must have excellent computer and typing skills, as well as proficiency in Microsoft Word and Excel. Experience with ERP CRM, and call-center software required, and advanced Microsoft Office skills are required.Must be able to build strong relationships with returning customers to ensure the most superior customer service possible.Must be able to handle multiple projects in a fast-paced environment.Must be a dependable, self-starter, possessing great follow-up abilities.Must be punctual to accomplish daily responsibilities.Must have a flexible daily schedule to cover co-workers' absences, PTO, etc., and the ability to work overtime when the situation arises.Must be able to work overtime as needed, to ensure timely handling of customer requests.Must be able to digest a large amount of product information and become a subject matter expert as quickly as possible.All post-offer candidates will be subject to the successful completion of a pre-employment background check and drug screen before they can begin employment.GPA offers a competitive compensation package, medical, dental, 401(k), paid time off, and much more.Relocation is not available for this position.GPA is an Equal Opportunity Employer and participates in E-Verify.

Created: 2025-02-10