The Customer Solutions Specialist - Industrial Direct (CSS-ID) plays a crucial role in delivering exceptional customer service, in maintaining high performance in a dynamic environment, and contributing positively to the team and the company. This role provides direct customer support for the Industrial Direct Product Portfolio. The CSS-ID works closely with Regional Sales Managers and multiple internal business partners to provide service and solutions 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, Customer Solutions Team Manager. Overtime as business demands require. This position is eligible for a hybrid work schedule with three (3) days onsite and two (2) days remote for employees that reside within a one-hour driving distance to Wausau, WI site.
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, quality, inventory, projects and other related questions.
Provide Technical Support: Provide customers with technical information and guidance on printer hardware, software, service plans, pressure sensitive media, consumables and product specifications, compatibility, and usage to help them make informed decisions.
Assist customers with technical issues related to file formatting, file uploading, or other printing-related software or processes.
Upsell and Cross-sell: Identify opportunities to upsell or cross-sell additional products or services to customers based on their needs and preferences.
Process Orders: Code and process customer purchase orders accurately into the proper application(s). Prepare international orders in compliance with country specific export regulations. Manage web-based ordering and registrations.
Manage Third Party Vendor Orders: Prepare and distribute third-party vendor purchase orders, track orders, confirm fulfillment and resolve discrepancies or issues.
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 order status and delivery. Monitor the status of customer orders handled by third-party vendors.
Manage Blanket Orders, Inventory and Releases: Maintain customer finished goods and raw material forecast blanket inventory, replenishments and process release orders within established guidelines to maximize service levels.
Provide Quotes and Price Lists: Collect product, print or material specifications and process estimate request and quote. Create or maintain customer price lists, special price quotes and bids, pricing allowances, deductions, and adjustments.
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 about product quality, delivery issues, or other issues and work toward satisfactory resolutions and corrective actions. Confers with management on customer credits, return goods for credit, and quality assurance complaints.
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, responsiveness, and showing genuine interest in meeting their needs.
Collaboration: Collaborate with sales, technical, quality assurance, estimating, scheduling, production, shipping and other internal business partners to ensure seamless communication and coordination in fulfilling customer needs. Connect customers to appropriate support or field staff. 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.
SKILL AND PERFORMANCE REQUIREMENTS:
Organizational Skills:
Time Management: Efficientlyprioritize multiple tasks and responsibilities in a fast-paced environment.
Record Keeping: Keep multiple tasks and information well-organized despite interruptions.
Prioritization: Ability to manage multiple tasks simultaneously and shift focus adeptly. Effectively prioritize the order of tasks and work under pressure.
Computer Navigation: ability to work in and navigate between multiple applications simultaneously.
Interpersonal Skills:
Collaboration: Strong ability to work with various internal business partners.
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.
Soft Skills:
Customer Service: Motivated to understand customers' needs and deliver efficient solutions. Customer focused and service-oriented withskills in tactful, diplomatic, and helpful interactions.
Problem-Solving and Decision-Making: Confidently address and resolve issues.
Attention to Detail: Maintain a high level of accuracy and precision.
Adaptability and Flexibility: Strong sense of responsibility and flexibility to take on additional tasks when required. Ability to adapt to changing customer needs, industry trends, technology and job tasks.
Resilience: Ability to work well in high pressure situations while maintaining performance, quality and a professional demeanor.
Curiosity and Learning: Interest in and ability to learn, retain and apply new information and skills.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS:
Three to five years of continuous experience in a similar role is required.
2-year Associate Degree is required.
An acceptable equivalent combination of education, training and experience is required.
Experience in pre-press, printing or similar manufacturing environment is preferred.
Proficiency with Microsoft Office applications (TEAMS, Word, Excel, PowerPoint, Outlook) is preferred.