Customer Service Representative at Lawrence

Job Description

Company Background:

API Group PLC, headquartered in Manchester UK is a $200 million marketer, manufacturer and distributor of foils, holograms and laminates. The company produces foil and laminate products including holographic items used in specialty packaging, greeting cards, book jackets, security, media imaging and other uses. API Foils in the United States is the American Operating unit of this business group with revenues of $45 million and 140 employees.  API Foils Americas operates major manufacturing / distribution facilities in New Jersey, Kansas, and California. 

 

Experience:  At least 2 years experience as a customer service representative in a related industry.  Fluency in English and Spanish preferred, German and Portuguese desired.  Experience with international customer service or holographic/security trade a plus.

 

Job Function:  Answer incoming customer calls.  Process order requests, handle inquiries and manage subsequent order follow up as needed to provide a high level of customer satisfaction.  Work with other departments within API as needed to provide exemplary service to the customer.  Cultivate customer relationships through professional, proactive communication. 

 

Job Requirements

Responsibilities: 

• Provide a best in class customer service experience and represent API in a positive, professional manner to internal and external customers
• Answer incoming phone calls
• Accurately process orders for customers via phone, email, or fax in a timely manner
• Order pre-planning to ensure that stock is shipped from best, most economical location for both API and customer based upon availability and customer demand
• Provide freight quotations for air, ocean and inland freight as required.
• Confirm customer orders verbally and via order acknowledgements
• Follow up as needed on customer orders and inquiries.
• Proactively communicate any potential issues to the customer in a timely manner
• Submit customer return requests/complaints, coordinate with Sales for return approval and foil return if needed
• Notify appropriate departments of quality or performance issues raised by the customer
• Work closely with Sales, Finance, Pricing & Commercial, Manufacturing, Finishing and Shipping Departments as needed.
• In collaboration with Direct Sales Representatives, assist as needed in the management of an assigned territory
• Assist in the review of consignment stock usage and replenishment
• Cross train to ensure ability to back up other CSRs as needed.
• Be dependable and punctual.  Deliver to promises.
• Other duties as assigned
• Additional responsibilities for international, toll coating, metalized ink and holographic customers may include

• Extensive knowledge of API’s offerings as well as uses/applications in the marketplace
• Thorough understanding of International documentation and export/import requirements, NAFTA, the user of freight forwarders/brokers and experience with international shipping.

 

COMPETENCIES (SKILLS) REQUIRED TO PERFORM THE JOB

• Strong computer and math skills.
• Excellent attention to detail
• Strong interpersonal skills and pleasant telephone voice.
• Understanding of metric conversions

• Able to multitask and prioritize workload
• Ability to communicate effectively in written and verbal form.

 

Education Requirements:  High school diploma required.  College education preferred.

Country: USA, State: Kansas, City: Lawrence, Company: API Foils.