Customer Service Representative

AWT is a leading manufacturer of custom labels, flexible packaging, and precision converting solutions servicing Healthcare, Consumer Brand, and Technology clients worldwide. AWT employs nearly 630 associates and operates facilities in Minneapolis, MN (Headquarters), South Elgin, IL, Hauppauge, NY, Grand Blanc, MI, Anaheim, CA, Ottawa and Toronto, Ontario, Winston-Salem and Garner, NC. AWT is the trusted partner for leading brands; delivering comprehensive, innovative, and sustainable solutions with exceptional quality, expertise, and responsiveness. More information about AWT can be found at www.awtlabelpack.com.

The Customer Service Representative processes customer orders into the ERP System and follows through to ensure proper handling of jobs and customer requests. Effectively conveys order updates, pricing and/or product information to customers, maintains inventory levels, resolves customer complaints and completes special projects.

Primary Tasks and Responsibilities:

• Data/order entry and customer service account support individually or as part of a team.
• Collaboratively communicates as the primary customer service contact between customer, planning, sales, manufacturing and scheduling.
• Reviews accuracy of customer’s P.O. and specifications against quote to ensure that the information included in the job order is complete and accurate for all functional areas as appropriate.
• Communicates ship dates, job status, job changes, price changes, and discrepancies.
• Prepare customer billing packets and job folders for invoicing and filing.
• Documents all job changes and communicates accurately and in a timely manner; communicates pricing changes to customer.
• Monitor customer inventory levels for replenishment and reconciliation in a timely manner.
• Follow ISO SOP’s as trained.
• Timely response to customers on credit and quality issues to ensure the customer knows we have taken the feedback seriously and are working towards quick resolution.
• Bring awareness of customer complaints to the Sales and Quality department to ensure they are addressed and resolved in a timely manner.
• Obtain all manufacturing, functionality and quality requirements from the customer to include in request for pricing and provide accurate quotes.
• Communicates quoted price to customers.
• Ensure that quotes are filed and easily retrievable; when possible, similar quotes should be referenced to assist the estimator/job planner.
• Actively participates in the quality and process improvement initiatives.
• Additional administrative support as needed.

Physical Job Demands:

• Desk job working with a computer; must be able to sit for extended periods of time.
• Walking, lifting (boxes no more than 40lbs.) bending and reaching.

Skills/Abilities to Meet Job Requirements:

• Pleasant and professional communication, people, meeting and phone skills.
• Elevated attention to detail; accurate with numbers and information and documentation.
• Timeline management, ability to multi-task, organize and prioritize work to meet deadlines.
• Independently manage, organize and respond to email with timely follow through.
• Ability to manage and react to disruptions, adjusting priorities as needed.
• Sustain and good working overview of open jobs, current responsibilities and tasks.
• Ability to work independently and in a team environment.
• Proficient with Microsoft Word, Excel and Outlook software.

Education and Experience Requirements:

High school diploma or equivalent GED; secondary schooling or 1-2 years printing experience helpful; previous related customer service experience preferred. Computer training or experience.