Customer Service Representative

Req ID 1326Full-TimeCustomer Service RepresentativeCSRMM Group (MM) is a leading global producer of carton board and folding cartons with an attractive offer in craft paper and uncoated fine papers for various end applications. MM promotes sustainable development through innovative, recyclable packaging and paper products.Our heart beats for talents - be one of them!To strengthen our Team in Puerto Rico, we are looking for aCustomer Service RepresentativeYour roleProvide customers with the highest level of quality service and support assuring prompt and courteous attention to all inquiries, needs and requests.  Under the direction of the Customer Service Manager, handles accounts from cradle to grave.  Act as liaison between customer and Sales, Manufacturing, and Production Scheduling in support of the customer per established company processes and procedures. Works closely with Sales to assist in relationship strengthening and on-going management of accounts.  Executes the company strategy and acts according to the company values.Confirm receipt of purchase order with customer within 24 hrs. of receiptOrder confirmation within 24-48 hrs. of receipt, including pricing, delivery dates, etc.Enter orders and generate manufacturing ticketsManage customer calls and provide support with order status, returns, shipments, and products in a professional mannerLead customer weekly meetingsWorks to resolve customer issues promptly and accurately in a manner that will retain and promote customer loyaltySupport Account Manager with administrative functions, reports, customer data and customer visitsLiaison to manufacturing and all cross functional teams (Voice of Customer)Responsible for pricing verification accuracy on PO, new pricing implementation and use of updated price listsVerify specification requirements to art, structural drawings, dies – technical understanding requiredCreate and maintain customer requirements database to include shipping preferences, receiving hours, order tolerance, sample requirements, proofs, etc.Define customer priorities with planner and assure changes are communicated and managed on a timely mannerResponsible for the accuracy and update of customer information and specifications in ERP systemAssist with new customer credit application, information form, establish customer profile in systemDirect interaction with Prepress and Structural Design for review of new artwork and proofs requirements, and support with coordination of drawings and customer plotted samplesCoordinate New Business Review MeetingsInitiate internal requests for ink drawdowns and color match (if required)Manage all customer site visits and help coordinate quality auditsAssure all first print samples are pulled and provided to customer upon new art runs per customer requirementsManage customer finished goods report and coordinate customer reviews on a regular basisPerforms necessary housekeeping duties to maintain a clean, safe, and organized working environment. Maintains an organized and easily accessible filing systemRecommend and assist with implementing process improvementsWorks effectively and supports the team environment to accomplish department responsibilities and goalsYour ProfileBilingual, English and Spanish, both written and verbalCustomer focused – proven ability to provide consistent high-quality serviceStrong telephone etiquetteMust demonstrate good judgment with the ability to make quick, sound decisionsAptitude to work in a fast-paced, team-oriented environmentAbility to work independently as well as a part of a teamSelf-motivated with the ability to initiate and follow through on assignmentsMust be able to communicate effectively and work with various departments and levelsRequires strong organization and documentation skillsStrong time management skillsProficient in Microsoft office software required (Outlook, Teams, Excel, Word and PowerPoint)Advanced Excel skillsQuality focusProblem solvingResolving conflictAnalyzing informationMulti-taskingOur offerWe offer you a job in a stable, international company with long-term growth plans. In addition, interesting and empowering roles in a team that lives our values of responsibility, collaboration, passion, and performance every day.Moreover, we also offer individual development opportunities, a wide range of MM-Academy training courses, as well as further benefits:* 401k Plan* Health Insurance* Dental Insurance* Short & Long Term Disability* Basic Life InsuranceInterested? We look forward to receiving your resume! Customer Service RepresentativeCSRMM Group (MM) is a leading global producer of carton board and folding cartons with an attractive offer in craft paper and uncoated fine papers for various end applications. MM promotes sustainable development through innovative, recyclable packaging and paper products.Our heart beats for talents - be one of them!To strengthen our Team in Puerto Rico, we are looking for aCustomer Service RepresentativeYour roleProvide customers with the highest level of quality service and support assuring prompt and courteous attention to all inquiries, needs and requests.  Under the direction of the Customer Service Manager, handles accounts from cradle to grave.  Act as liaison between customer and Sales, Manufacturing, and Production Scheduling in support of the customer per established company processes and procedures. Works closely with Sales to assist in relationship strengthening and on-going management of accounts.  Executes the company strategy and acts according to the company values.Confirm receipt of purchase order with customer within 24 hrs. of receiptOrder confirmation within 24-48 hrs. of receipt, including pricing, delivery dates, etc.Enter orders and generate manufacturing ticketsManage customer calls and provide support with order status, returns, shipments, and products in a professional mannerLead customer weekly meetingsWorks to resolve customer issues promptly and accurately in a manner that will retain and promote customer loyaltySupport Account Manager with administrative functions, reports, customer data and customer visitsLiaison to manufacturing and all cross functional teams (Voice of Customer)Responsible for pricing verification accuracy on PO, new pricing implementation and use of updated price listsVerify specification requirements to art, structural drawings, dies – technical understanding requiredCreate and maintain customer requirements database to include shipping preferences, receiving hours, order tolerance, sample requirements, proofs, etc.Define customer priorities with planner and assure changes are communicated and managed on a timely mannerResponsible for the accuracy and update of customer information and specifications in ERP systemAssist with new customer credit application, information form, establish customer profile in systemDirect interaction with Prepress and Structural Design for review of new artwork and proofs requirements, and support with coordination of drawings and customer plotted samplesCoordinate New Business Review MeetingsInitiate internal requests for ink drawdowns and color match (if required)Manage all customer site visits and help coordinate quality auditsAssure all first print samples are pulled and provided to customer upon new art runs per customer requirementsManage customer finished goods report and coordinate customer reviews on a regular basisPerforms necessary housekeeping duties to maintain a clean, safe, and organized working environment. Maintains an organized and easily accessible filing systemRecommend and assist with implementing process improvementsWorks effectively and supports the team environment to accomplish department responsibilities and goalsYour ProfileBilingual, English and Spanish, both written and verbalCustomer focused – proven ability to provide consistent high-quality serviceStrong telephone etiquetteMust demonstrate good judgment with the ability to make quick, sound decisionsAptitude to work in a fast-paced, team-oriented environmentAbility to work independently as well as a part of a teamSelf-motivated with the ability to initiate and follow through on assignmentsMust be able to communicate effectively and work with various departments and levelsRequires strong organization and documentation skillsStrong time management skillsProficient in Microsoft office software required (Outlook, Teams, Excel, Word and PowerPoint)Advanced Excel skillsQuality focusProblem solvingResolving conflictAnalyzing informationMulti-taskingOur offerWe offer you a job in a stable, international company with long-term growth plans. In addition, interesting and empowering roles in a team that lives our values of responsibility, collaboration, passion, and performance every day.Moreover, we also offer individual development opportunities, a wide range of MM-Academy training courses, as well as further benefits:* 401k Plan* Health Insurance* Dental Insurance* Short & Long Term Disability* Basic Life InsuranceInterested? We look forward to receiving your resume!