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Customer Solutions Specialist-Industrial Direct (Plymouth, MN location) **NEW **

Posted Date: June 28, 2024

Status: Full Time

Synopsis:

The Customer Solutions Specialist – Industrial Direct (CSS-ID) plays a crucial role delivering exceptional customer service, maintaining high performance in a dynamic environment, and contributing positively to the team and the company. This role works closely with Regional Sales Managers and multiple departments within the company to meet or exceed customers’ needs and expectations

WORK SCHEDULE:
Full-time position, Monday – Friday, 8:00 a.m. to 4:00 p.m., or as assigned by the Senior Manager, Customer Solutions Team. Overtime as business demands require.
 
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Manage Multiple Accounts: Own assigned accounts and be the internal voice of the customer to support their needs and drive projects to completion.
• Respond to Inquiries: Promptly and courteously address customer inquiries via phone and email, about products, services, pricing, delivery times, and any other related questions.
• Provide Product Information: Educate customers about the various printing options available, printer hardware, software and service plans, pressure sensitive and other media to help them make informed decisions.
• Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional products or services to customers based on their needs and preferences.
• Provide Technical Support: Assist customers with technical issues related to file formatting, file uploading, or other printing-related software or processes.
• Process Orders: Code and process orders accurately into the proper system(s). Prepare international orders in compliance with country specific export regulations.
• Manage Orders: Monitor the progress of customer orders, coordinating with parts, scheduling, production, shipping and outside warehouse teams to ensure timely completion, and provide customers with updates on their order status and delivery.
• Manage Blanket Orders, Inventory and Releases: Maintain customer finished goods blanket order inventory, raw material forecast blanket order inventory and process release orders within established guidelines.
• Provide Quotes and Price Lists: Collect product, print or material specifications and process estimate request and quote. Create and maintain customer price lists.
• Facilitate Request For Analysis (RFA) Projects: Assist the Regional Sales Manager in driving the RFA process from project start to completion.
• Quality Assurance: Conduct quality checks on finished print products to ensure they meet the company's standards and specifications before delivery to the customer.
• Manage Complaints: Promptly and professionally address customer complaints or concerns regarding product quality, delivery issues, or other issues and work toward satisfactory resolutions and corrective actions.
• Maintain Records: Keep accurate records of customer profile information, interactions, and other relevant information in the company's CRM system.
• Build and Maintain Relationships: Cultivate positive relationships with customers by providing excellent service, demonstrating responsiveness, and showing genuine interest in meeting their needs.
• Collaboration: Collaborate with sales, technical, quality assurance, estimating, scheduling, production, shipping and other departments within the company to ensure seamless communication and coordination in fulfilling customer requirements. Actively participate in department meetings sharing knowledge, insight on customer activity, and competitor information.
• Continuous Improvement: Provide feedback to management on customer preferences, issues, and suggestions for improving processes or services to enhance overall customer satisfaction.
• Additional Support: Provide backfill coverage to others on the customer solutions team as assigned. Provide support to Regional Sales Managers. Complete other tasks and projects as assigned.

• Time Management: Efficiently prioritize multiple tasks and responsibilities in a fast-paced environment.
• Record Keeping: Keep multiple tasks and information well-organized despite interruptions.
• Prioritization: Effectively determine the order of tasks.

• Collaboration: Strong ability to work with various departments.
• Relationship Building: Skills in cultivating and maintaining positive relationships.
• Communication: Clear and effective verbal and written communication skills. Active and attentive listening skills.
• Teamwork: Ability to actively participate, collaborate and support others.

• Customer Service: Skills in tactful, diplomatic, and helpful interactions to build positive relationships.
• Problem-Solving and Decision-Making: Confidently address and resolve issues.
• Attention to Detail: Maintain a high level of accuracy and precision.
• Adaptability and Flexibility: Ability to adapt to changing customer needs, industry trends, technology and job tasks.
• Resilience: Ability to handle high pressure situations while maintaining performance, quality and composure.
• Curiosity and Learning: ability to learn, retain and apply new information and skills.

• Customer Service or Sales experience required.
• Experience in pre-press, printing or similar manufacturing environment is preferred.
• 2-year Associate Degree is preferred.
• An acceptable equivalent combination of education, training and experience is required.