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Account Executive/Customer Service Rep

Company: Mack Packaging, Inc.
Location: San Marcos
Posted on: November 12, 2021

Job Description:

Mack Packaging is a leader in the printing and promotional products industry. We manufacture and sell business products that every company needs including promotional products, business documents, and commercial print.

We are seeking a Customer Service Representative to assist us with the growth of our company.

Maintaining positive relationship with Clients and Sales Representatives for their designated accounts.

Job Description

Customer Service Representative responsible for providing superior service that meets or exceeds all internal and external customers' needs. Enter orders as they are received from customers or sales. Ensure all parties have agreed and signed off on documentation of orders. Provide input on how to best provide service to internal and external customers.

Role and Responsibilities:
Practice and sustain Lean Manufacturing and procedures.
Meet attendance and production standards and follow all Mack Pac policies and procedures.
Serves as the primary Mack Pac representative for assigned customers and/or sales representatives and acts as the conduit for all information required from customers/sales to expedite orders.
Understand the basics of plant/equipment capabilities and limitations (tooling, presses, materials, applications) in order to determine the pertinent information and lead time required to produce a quality product; manage customer/ sales expectations accordingly.
Manage daily flow of customer orders.
Validates incoming art, orders, and other customer requests
Enters daily customer purchase orders into the ERP system > > > > > * Confirm charges, pricing, and miscellaneous charges. Add necessary price breaks to existing quotes.
Provides accurate and complete information to internal customers.
Follows up on proofing process to get prompt turnaround from the art department and the customer.
Reviews and manages daily ship list and blanket order updates.
Monitors inventory orders and programs; enters inventory release requests and ensures shipments are released as planned
Follows up on Rush Order requests
Regularly updates customers with information regarding the order status assists the assigned sales rep in a variety of ways to improve their sales productivity and optimize our management of the customer relationship.
Preparation of sales materials and other customer communications
Keeps assigned sales rep informed of all significant customer activities and issues
Fields customer calls throughout the day and provides backup when in needed
Follows through on outside purchases for specific customer orders using approved suppliers
Maintain and organize required customer/order information for future reference
Participates in continuous improvement projects. Contributes customer-focused ideas to improve processes, throughput, or service standards; looks for opportunities to produce orders more efficiently and profitably while still meeting customer needs
Manage customer inventory programs; proactively work with customers to maintain agreed upon inventory levels and ensure shipments are released as planned
Collaborates with sales reps, customers, and other employees of the organization to effectively resolve customer problems
Prepare Corrective Action Reports to identify product defects and corrective actions.
Assists in preparation of contract pricing for key customers
Assists with estimate preparation upon request and follow up on repeat estimates.
Work with Customer Service Manager to implement key initiatives and assist in special projects/tasks such as new business set up; account/workload transition; back-up other CSR's; process complaints and resolve open payment issues.
Duties may be changed or additional duties assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications and Education Requirements:

High school diploma, GED or equivalent experience. Associate's degree or equivalent from two-year college or technical school preferred. Minimum of two years experience in Customer Service in a manufacturing capacity; related experience and/or training; equivalent combination of education and experience. Manufacturing and printing industry preferred.

Must have working knowledge of Microsoft Office Software including Outlook and the ability to learn company specialized software programs.

Preferred Skills:
Strong written/verbal interpersonal and communication skills.
Must be able to read, write, and comprehend instructions and SOPs.
Must be able to present information in one-on-one and small group situations to customers, clients and other employees of the organization.
Ability to manage multiple tasks in an organized manner.
Strong initiative, problem-solving, and resourcefulness.
Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions and decimals.
Ability to perform these operations using units of weight measurement, volume and distance.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to make sound judgment decisions with integrity.
Ability to solve practical problems that deal with a variety of variables.
Ability to work as a member of a team, provide input, follow directions, and receive constructive criticism.
Proficient Knowledge of Microsoft Office, including Outlook, and the ability to learn company specialized software program
Job Type: Full-time

Pay: Up to $28.00 per hour

8 hour shift
Day shift
Work Location: One location

Keywords: Mack Packaging, Inc., San Marcos , Account Executive/Customer Service Rep, Sales , San Marcos, California

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