Lead Customer Service Representative
MultiColor Corporation

As a global leader in premium label solutions, our purpose is to deliver the world's best label solutions that help our customers build their brands, while adding value to our associates, our shareholders, and the communities in which we operate.

If you share our vision and believe that you could contribute to the success of our company, we look forward to hearing from you!

Job Overview:

The Lead Customer Service Representative is
responsible for leading a team of Customer
Service Representatives (CSR), Customer Service Specialists (CSS) and Order
Entry Specialists (OES). The
Customer Service Lead will manage their own customer portfolio as well as
assist their team members in managing relationships within their assigned
customer portfolio. The Customer Service
Lead is responsible for coaching and supporting all team members. Additionally, the Customer Service Lead will
manage timely processing of customers' orders, reporting to our customers as
well as assisting their team with escalation of customer service issues. An
ideal candidate is someone with that thrives in a fast-paced and dynamic environment,
can manage their own book of business while leading, coaching and developing
their team.

Job Duties:

·
Manage and develop team members
by training, coaching and providing feedback.

·
Manage assigned
customers.

·
Manage customer
expectations and provide reporting to customers/sales as requested. Establish
and manage priorities and balance the workload between all team members.

·
Advocate
for customers by being the voice of the customer in scheduling and production
decisions.

·
Manage aged inventory
and vendor managed inventory programs (VMIP).

·
Proactively compile, analyze,
and communicate pertinent customer information and data, such as historical,
forecast, and trends.

·
Encourage and support
the team to build cohesiveness, coach and develop the team members.

·
Document customer concerns
and follow through to resolution and disposition. Communicate clearly and
consistently with Sales, Plant and Customer.

·
Assist team members with
gathering and relaying required information.

·
Manage press proofs,
process complaints/credits, research and assist in clean-up of open sales
orders and payment issues.

·
Facilitate and
participate in development of Customer Service standard work.

·
Be accountable for
service level on time in full (OTIF).

·
Related duties as
assigned.

Experience/Skills
Required:

·
High school education or equivalent required; college degree strongly preferred.

·
Approximately 5
years Customer Service experience within a manufacturing environment within
Customer Account, Supply Chain, or Logistics department preferred.

·
Minimum
3 years ERP, VMI, and/or other Order Management systems experience preferred.

·
Demonstrated
ability to independently multitask and manage a varied portfolio with unique
needs in a deadline driven environment.

·
Superior
customer service and communication skills both written and verbal with the
ability to interact and support multiple levels within the organization.

·
High
level of accuracy, strong attention to detail, and excellent interpersonal
skills.

·
Self-starter
with strong organizational and planning skills; goal oriented.

·
Proficient
with Microsoft Office Suite.Strong
Microsoft Excel skills, including ability to input formulas, perform analysis,
create pivot tables, etc.

·
Possess skills to prioritize,
multi-task, and work in a fast-paced environment.

·
Exhibits a safety-first attitude in all that is done,
from proper personal protection equipment compliance to keeping the work
environment safe and hazard-free.
Compliance with all workplace and safety standards required.