Customer Service Representative

ABOUT THE ORGANIZATION Sun Chemical, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries.Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us. With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers. Sun Chemical Corporation is a subsidiary of Sun Chemical Group Cooperatief U.A., the Netherlands, and is headquartered in Parsippany, New Jersey, U.S.A. For more information, please visit our website at connect with us onLinkedInorTwitter JOB TITLE: Customer Service Representative LOCATION: Concord, CA PAY: $53K - 64K per year depending on experience The CSR II manages and acts as Team Lead regarding the service delivery process from order receipt to delivery for groups of high profile Sun Chemical customers. These types of customers require a high level of Plate technical competency Customer Service Management experience. They manage customer order expectations through planned account support while acting as a liaison with internal operations. CSR's troubleshoot issues and plan and help develop processes for resolution to ensure customer satisfaction. They exert influence over all levels to accomplish results. Interfaces with all areas including internal management and above, sales team, customers, production, etc. Responsible for the training of new Customer Service Representatives. Functions/Responsibilities: Builds, maintains, and manages long-lasting customer relationships with large top tier accounts. Serves as an internal project manager for the entire pre-production process. Participates in pre-planning meetings with internal departments and customer. Operates as lead point of contact with customer and acts as a liaison between customer and internal cross functional teams to ensure the timely and successful delivery of solutions to improve the customer experience. Identifies preventive and corrective action measures to address customer issues. Continues progression of 5S and Continual Improvement progression and shows incremental improvements on monthly audits. Processes complex technical customer orders for high profile groups of customers according to design and print standards. Has a strong understanding of printer specifications. Partners with other Plant departments and Sales to identify and resolve customer reported issues via the determination of root causes. Ensures that all order entry QC processes and customer specifications are followed with integrity for all jobs processed individually and across the production department. Responds to all customer calls and requests without sales assistance and participates in all pre- planning meetings with internal departments and customer. Drives overall improvement of customer Service order entry cycle time metric and improve the perception of bad service. Conducts job invoicing, job billing and monitors job progress through final invoice. Designs and manages customer reports and identifies trends in customer specific issues. Adheres to stablished safety and training regarding corporate goals and expectations. Completes continual learning training throughout the year. Responsible to assist in training of other CSR's. Acts as a CSR lead in absence of CSR Manager and/or CSR Supervisor. Other duties as assigned Requirements: 5 years of Customer Service experience in a manufacturing environment. Experience working with Corrugated and/or Wide-Web Converting and Pre-Press preferred Six Sigma / Lean experience preferred Proficiency with Zoho CRM, Adobe Photoshop and Adobe Illustrator preferred Customer focused with strong interpersonal communication skills. Strong proficiency in both oral and written communication skills. Strong Microsoft Office experience Education: High school Diploma required Associates/Bachelor Degree Preferred BENEFITS We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary. EQUAL EMPLOYMENT OPPORTUNITY It is Sun's policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital or veteran status, disability, or any other status protected by applicable law. Employment agencies are an important component of our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Sun Chemical or directly to hiring managers in any form without a signed contract on file, and search engagement for that position, will be deemed unsolicited in nature, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means. Additionally, any resume submitted without a contract in place will be considered property of Sun Chemical and no fees will be paid to the agency if the candidate is hired. #ID23

Created: 2024-11-03