Customer Service Representative

Job description and requirements

Customer Service Representative
Create value at TC Transcontinental

At TC Transcontinental, we've got it made, and that's because of the expertise of our team.

The Customer Service Representative (CSR) will continuously build customer relations through prompt and efficient service, exercising judgment necessary to maximize customer satisfaction. Additionally, to be a liaison between customers, sales personnel, marketing, pricing and plant personnel regarding processing, follow-up and expediting of all orders from initial placement to actual delivery.

We have been driving innovation since 1976.
With over 8,000 employees and 41 production sites, TC Transcontinental is a leader in the packaging and printing industry, as well as the top French-language educational publishing group in North America. It is a company that takes care of its teams and where employees support each other. At TC Transcontinental, we lead the industry by cultivating a sense of belonging for all.
When benefits really help you live better.

• Group Insurance (including health, life, disability, dental, and travel insurance)
• Paid maternity/paternity leave and educational reimbursement
• Immediately vested 401k with company match
• Supplier discounts on various products
• Regular full-time position
• Participatory management

• Expedition of orders through the manufacturing process from order entry to shipment of finished goods; includes but is not limited to issuing pull-ups, change orders, deviation requests, inventories, invoices, deductions, and bill-not-shipped authorizations
• Analyze customer requirements to assist sales and manufacturing in developing and maintaining customer-specific inventory management programs; which may involve developing and maintaining customer-specific reports. Assist sales with customer training and orientation, and as deemed appropriate, join customer visits
• Performs accurate order/release entry, schedules shipments
• Initiate and document customer complaints, prepare paperwork for processing returned goods and communicate return procedure to the customer, follow up with plant and customer to ensure material is credited, reworked, and re-shipped.
• Maintains effective internal and external customer relationships.
• Support and contribute to a healthy and safe work environment by following all workplace regulations, policies, and initiatives, including reporting all first aid injuries, accidents, and workplace hazards
• Upholds all ethical standards associated with safety, quality and food safety policies and procedures within the facility, including the TC Transcontinental Code of Conduct and Values.
• Cross-train within Customer Service to allow for seamless back-up coverage as needed.
• Performs other duties as requested or assigned.
  
  Specific Duties:
• Enter orders for all new, repeat and forecast orders received from sales and/or customer.
• Verify accuracy of all order details and contact appropriate individuals with discrepancies.
• Verify DRO information with graphics coordinators and/or system.
• Monitor customer inventory on and offsite to assist in controlling inventory levels (i.e. delay order if excess inventory on previous order, prompt customer to enter new order if inventory is low)
• Liaison with sales personnel to provide excellent customer service, with plant personnel to facilitate efficient production schedules, with graphics coordinator and customer regarding any graphics changes.
• Receive releases via email, efax, fax, phone or EDI from customers and set up releases on the system (regular and forecasted)
• Determine order delays and impact to customer to mediate resolution.
• Liaison with warehouse personnel as needed to ensure accurate inventory, shipping documents and load coverage.
• Obtain SPQ from sales/pricing and confirm all information on SPQ is correct and that pricing on SPQ matches pricing based on new or existing pricing contracts.
• Support corporate pricing with customer updates for accurate escalator/price sheets and accounting with their pricing audits by providing requested documents (PO, pricing, invoices, etc)
• Assist corporate credit with accounts receivable issues: investigate validity of deductions/overpayments upon internal notification, send appropriate requests for deduction/overpayment resolution and respond to customer invoicing inquiries
• Usage of specific customer online sites/portals as required.
• Provide customers with requested/required reports/documents to include; inventory, ASN's, BOL's, invoices, historical reports, etc.
• Knowledge of international customer requirements, orders and shipments. Complete necessary documentation.

• Minimum of 2 years of customer service experience in flexible packaging, printing, or other manufacturing
• High School, some college preferred, OR equivalent company job-specific work experience
• Customer Focus - dedicated to meeting and exceeding the expectations and requirements of internal and external customers.
• Interpersonal Savvy - Relates well to people throughout the organization, builds appropriate rapport, and builds constructive and effective relationships
• Performs responsibilities to expected outcomes.
• Follows through on commitments in a complete and timely manner.
• Participates actively in the management of the business through team involvement.
• Identifies and participates in learning activities that promote personal and professional growth.
• Experiments with new processes and ideas to create innovation and continuous quality improvement.
• Takes risks and learns from resulting successes and mistakes.
• Communicates openly, truthfully and compassionately with respect for individual differences.
• Listens actively to understand before being understood and strive for win-win solutions.