Customer Service Representative II – Printer Supplies - Robinson IL 8:30am-5:30 pm

Customer contact for all needs; processing orders, interacts with customers in order to exceed customer expectations, answering calls via direct extension and ACD line.  Supports and assists sales department with processing quotes and resolving customer concerns.  Maintains files of customer's purchase orders, correspondence, quotes and custom part numbers.

Datamax-O’Neil Corporation is an EOE/AA Employer and maintains a drug-free workplace.  (EOE/AA/MFDV).

Essential responsibilities include the following:

• Review open order report daily. Communicate status of jobs with customers. Work very effectively with all departments, including order entry, art department, purchasing, shipping and manufacturing to follow job through plant.  Work with Customer Service Supervisor to expedite orders when necessary to ensure customer needs are met.
• Receive purchase orders, review data for validity, accuracy and for appropriate calculation of roll vs. label quantities.  Process all stock orders and verify that pricing is accurate or check for special pricing.
• Process custom label orders.  Verify information based on application for label and printer type being used, clarify terminology, supply missing information and correct discrepancies involving the label material quoted.  Focus on correct label information such as: dimensions, (draw label using CAD program), wind direction, PMS (Pantone Matching System) colors, material type, over laminates and sensor marks etc.  
• When processing new custom orders, quotes are pulled and compared to data from customer’s purchase order.  Any nonconformance is immediately discussed with customer and resolved in writing.   Once Order Entry enters new order, the order confirmation is verified with worksheet and purchase order to ensure data is correct.  
• Process change order requests efficiently as requested in writing by customer.
• Ensure good understanding/knowledge re: freight carrier websites to provide accurate freight quotes to customers or contacts shipping for freight.
• Effectively ensure that Orders for stocked and custom part numbers are entered into computer system accurately and appropriate paperwork is distributed to the next department in the flow process.   All necessary forms to be completed to accompany the order.  
• Ensure that Credits that need to be processed are completed through entering an RMA.  Process all Reason codes and order types in the RMA in a very timely manner.  Also, investigate/explore with all other departments as necessary to help identify the reason for the error and ensure corrective action is expedited.
• Responsible for assisting the sales team on quoting items for potential orders using the quoting system. CSR is also responsible for having a sound, proactive general knowledge of special materials to assist sales with quoting.
• Answer incoming calls from direct line as well as ACD (Automatic Contact Distribution) line in order to effectively / efficiently assist customers with all inquiries such as tracking information, job status, RMA’s, what media goes with what printers, stock availability, current pricing, copies of invoices, packing lists, etc.  
• Must ensure that separate customer files are maintained for all custom part numbers created, orders, correspondence and quotes requested, in numeric order by customer.
• Proactively be knowledgeable and understand the Partner Center and the e-Center.  Explain the benefits to the customer and provide them with the correct information regarding how to set up an account.
• Participate in all company training and commit to D-O objectives / mission to ensure powerful team collaboration and execution with all “internal” customers / suppliers’ relationship philosophy (across all departments) so as to enable D-O’s overall financial and customer goals are achieved.
• Participate in continuous professional development / training to effectively liaise and interact with diverse range of company team members….so as to ensure the best results are obtained.

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Demonstrated ability to efficiently handle high volume of Customer Service orders (30+/day) and RMA’s.
• Proven ability to compile, manage Customer Files and Orders efficiently….and provide requested pricing/other information to internal and external customers
• Demonstrated ability to effectively respond to written/verbal Customer communications within 24 hours
• Proven ability / experience to ‘take ownership’, and effectively drive/complete the necessary processes
• Demonstrated / excellent time management, organizational and multi-tasking skills
• Proven ability to be flexible, adaptable ….and thrive in an environment where growth, required change in priorities, scope and responsibilities occur
• Self-driven / motivated / ambitious and resourceful to achieve set goals independently as well as being an effective Team Player
• Strong interpersonal and communication skills (written & verbal)
• Demonstrated ability to effectively develop, manage and maintain strong Customer Relationships.
• Proven ability to work well under pressure without sacrificing deadlines, Customer’s expectations/requirements, focus or, quality of work
• Proven / demonstrated ability to “Listen” to the Customer, ask the right questions and initiate the necessary resolutions
• Essential desire/need/ability to be “empowered” to make best decision for the Customer and Company alike
• Proven ability to support Sales Team…and work effectively with all departments.
• HIGH /Strong Proficiency with  Microsoft Office (Word, Excel & Outlook), Software and Database management skills, i.e. PSA or Media Advisor
• Good UPS and FedEx Tracking experience

AA Degree with a Min 2 years’ direct customer service experience – ideally for a global &/or national manufacturer