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Rohrer Corporation · 3 days ago

Customer Service III

Wadsworth, OH

Full-time

Hybrid

Mid Level

3+ years exp

Rohrer Corporation is seeking a Customer Service III to enhance their customer service operations. The role involves managing customer communications, processing orders, and ensuring timely responses to client inquiries while fostering strong relationships through exceptional service.

Manufacturing

Responsibilities

Fielding new customer calls and sharing product related information and Rohrer service abilities with the client

Discuss Rohrer services to customers by telephone or in person, take or enter orders, and obtain details about customer complaints

Data entry of order information (Match P.O prices and items to new/rerun items, etc.)

Post reservation production tickets (if applicable)

Attend daily production meetings to share information with production (new projects, upcoming large orders, expedited request, etc.)

Review artwork/designs from customers to prepare work orders for prepress, thermo tooling, design to have proofs, concept drawing, prototypes and samples made. Order color folders if necessary

Send proofs, die samples, color folders, mockups, and prototypes for approval

Enter specs for approved items (print & thermo) and obtain layouts for production

Process RFQ’s per information provided by sales and the customer

Initiate and manage timeline set for customer expectations (orders, new projects, RFQ’s, inquiries, etc.)

Contact customer with any issues or delays in meeting requirements including any shipping/freight issues that may arise

Handle customer complaints and obtain the best compromised solution

Responsible for inventory management

Manage CIA account processing and assist with past due collections

Foster a culture based on Rohrer’s Core Values (see KSA’s below)

Other duties as assigned

Qualification

Customer service experiencePackaging industry knowledgeProject management knowledgeVerbal communicationWritten communicationOrganizational skillsProblem-solving skillsMultitasking skillsTeamwork attributesLeadership qualitiesAttention to detailFlexibility

Required

3-5 years of customer service and/or 3-5 years of experience in project management

In-depth knowledge of the project management process

Excellent verbal and written communication with the customers well as strong interaction with sales staff, supervisors and plant employees

Exceptional organizational skills, strong attention to detail, task completion and multitasking skills

Exceptional teamwork attributes

A strong desire to help others and have outstanding people skills

Strong leadership qualities with a focus on satisfying customers

Capable of setting timelines with goals and communicating with all Rohrer team members to reach goals accurately

Able to successfully manage and distribute work to appropriate team member to process work efficiently

Thorough knowledge of all aspects of traditional packaging such as printing, thermoforming, heat seal trays and finishing processes with an understanding of interactive workflow

Enjoys talking with people and dealing with customer complaints to ensure customer satisfaction

Able to work in a fast-paced environment, be a flexible thinker and enjoy challenges

Strong problem-solving and judgment skills to handle customer complaints/issues independently and solve problems with little supervision

Capable of cross-training with all Rohrer team members