All jobs at Southern Champion Tray (SCT) require Team members to act in accordance with the shared Core Values & Operating principles of the company as they perform specific job functions. These include:
Trustworthy – We strive for our actions to match our words in all our relationships.
Servant – Hearted – We enable and empower our team to serve the needs of customers, Team members, suppliers and the community.
Relational – We aim to build healthy relationships while fostering and environment that promotes compassion, balance, and personal and professional growth.
Resourceful – We value strategic insourcing, first looking to create solutions internally, and then looking to apply that knowledge to future opportunities.
PRIMARY RESPONSIBILITY:
An SCT Customer Service Representative serves as a front line customer advocate on assigned accounts focused on distinctive service, superior quality, and responsiveness for SCT customers. The Customer Service Representatives (CSR) manages all aspects of the customer life-cycle following the completion of the sale including order entry, structural design, art file approvals, monitoring status of production schedule, managing inventory levels, and ensuring that orders are shipped on time and in full. The CSR facilitates the process to ensure that all customer needs or issues are handled promptly and fully, and collaborates closely with internal partners to ensure effective and long-term solutions. Strong business acumen, industry knowledge, and superior service rooted in SCT’s mission and values, is essential to build rapport and strong relationships with customers while remaining focused on continued growth.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Partners with the Sales team to provide customers with timely, accurate, efficient processing and delivery of product ensuring the highest level of responsiveness, quality and support necessary to provide distinctive service; performs duties in accordance with departmental and SCT quality standards and procedures.
- Manages each customer order throughout the life-cycle of the project including obtaining customer PO’s and approvals, coordinating new item meetings and setup, entering sales orders, coordinating structural design needs with Designers, submitting artwork and facilitating art approvals, managing change requests, returns or complaint resolutions while consistently monitoring the status of production and shipping to ensure customer deadlines are met.
- Serves as the primary contact for customers and communicates all necessary information to and from the customer to ensure customer needs are met in a responsive and proactive manner.
- Consistently reviews and verifies that all customer and order information is accurate and provided to production team on the job jacket; ensures required information is processed and entered into the manufacturing system (MRP) and other related software; ensures customer product samples are collected after production and filed appropriately in sample room.
- Serves as the liaison with internal partners, consistently collaborating with Sales, Pre-press (Graphics), CAD / Structural Design, Scheduling, Estimating, Production, and Shipping through the different production phases up to and including final shipment to customer.
- Effectively communicates any customer concerns regarding the product, scheduling and on-time delivery with Manager, Sales, and Quality department; actively participates in identifying customer resolution; communicates resolutions to customer; enters internal quality complaints into system and actively participates with Quality team to develop corrective actions to prevent future issues, if needed.
- Manages and communicates customer inventory levels based on forecasts and/or customer needs.
- Identifies and communicates opportunities to expand or grow customer accounts to Account Manager.
- Coordinates customer visits and press checks in collaboration with sales team; accompanies sales team on customer visits to further build relationships and deepen support.
- Supports and strives to obtain organizational and departmental goals while focused on strategic objectives of the overall operation.
- Assists other team members to serve as point of contact for their assigned customers when they are out of the office.
- May serve as a back-up Estimator and provide quotes to Sales team when needed or upon request.
- Actively engages team to seek opportunities to improve current processes, procedures or ideas that will add to the innovation and efficiency of supporting customers; participates on project teams as needed to represent the department and customer needs.
- Supports and assists others, inside and outside of the department, with tasks or projects as needed to help cover responsibilities when team members are out of the office, assist with team events, or serve on various projects, as needed.
- Serves other team members with various tasks such as serving as a back-up while others are on vacation, participating on event committees, contributing to various office projects, etc.
EDUCATION and/or EXPERIENCE:
High School Diploma or GED equivalent required; Bachelors Degree in Business or related field is preferred; combination of education and experience considered in lieu of degree.
Minimum of 3 years of experience in a customer supporting role such as customer service, inside sales or account management dealing directly with customers.
Requires experience in print production, paper conversion, folding carton and/or (custom) packaging manufacturing.
Strong computer skills with demonstrated proficiency in MS Office including Outlook, Word & Excel; experience with CRM and ERP systems preferred; demonstrates strong time management and organization skills; detail oriented with the ability to manage multiple priorities and deadlines.
Ability to travel locally with Sales team to other customer locations when needed.
LANGUAGE SKILLS:
Must have the ability to read and understand complex documents, letters, etc. and write legibly in English. Must be able to understand and speak clearly, and communicate in English.
