Senior Customer Support Representative (Sr CSR)

Tension Packaging & Automation; Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

Tension Packaging & Automation seeks a Senior Customer Support Representative to serve as the main day-to-day contact for select customers. You will collaborate with the sales team to ensure orders are processed from entry to shipping and billing, with deep knowledge of the print production process.

The role requires handling order data, coordinating specifications and schedules across production, and maintaining strong communications with customers and internal teams.

Qualifications

• Three or more years of experience in a customer service or sales support role.
• Experience with ERP (Enterprise Resource Planning) systems is a plus.
• Strong attention to detail with high accuracy.
• Excellent communication and organizational skills.
• Ability to work independently as well as within a team.

Responsibilities

• Serve as a primary point of contact with the customer and act as liaison between customer, sales and production.
• Lead all aspects of new and repeat envelope order entry and communicate specifications and production requirements.
• Monitor production schedule to ensure timely delivery and track order through delivery and billing.
• Make reorder recommendations to customers and coordinate with outside vendors as needed.
• Lead responses to customer quality and service concerns and support problem resolution.

Skills

Microsoft Office

Communication

Attention to detail

Project management

Independence/Teamwork

Education

High School diploma/GED

Bachelor’s degree preferred

Tools

ERP systems

Job description

Summary

The Senior Customer Support Representative serves as the primary day-to-day contact for select customers. Working closely with the Tension sales team, the Sr. CSR ensures that customer order information is received and processed from ordering through shipping, delivery and billing. In this role, the Associate works independently with guidance from sales and possesses a deep understanding of the print production process.

Essential Duties And Responsibilities

• Serve as a primary point of contact with the customer. Function as the liaison between the customer, sales and production. Understands with the customer’s key drivers, needs and strategy.


• Lead all aspects of new and repeat envelope order entry. Work independently of the Tension sales team whenever possible:
  
  
  
  • Gather order data
  
  
  • Enter new/repeat orders into ERP system
  
  
  • Review and communicate specifications, production requirements and production methods with key parties
  
  
  • Monitor production schedule to ensure timely delivery, notify appropriate parties of updates
  
  
  • Track order through delivery and billing
  
  
  
  


• Monitor customer order cycle and customer finished goods inventory. Make reorder recommendations to customer


• Work with outside vendors to complete specific orders. Communicate with vendor on pricing and schedule and share information with customers, Tension sales and other key parties


• Lead the response to customer quality and service concerns. Request samples and gather information for the sales team and production management to support problem resolution


• Contribute to, participate in and/or develop concepts for customer presentations, proposals., and business reviews. Participate in Quarterly Business Reviews as requested


• Exhibit strong knowledge of logistics (LTL, TL, Expedited)


• Maintain working knowledge of machine base and capabilities


• Light travel with sales to meet with customers as required


• Other duties may be assigned

Knowledge/Skills/Abilities

• Proficiency in Microsoft Office


• Excellent communication and organizational skills


• Strong attention to detail with a high level of accuracy required


• Excellent project management skills


• Ability to work independently as well as within a team

EDUCATION And/or EXPERIENCE

• High School diploma/GED required; bachelor’s degree preferred


• Three or more years’ experience in a customer service or sales support role


• Experience with ERP (Enterprise Resource Planning) systems is a plus

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods of sitting a desk and working on a computer


• While performing duties of this job, the individual would occasionally be required to sit, reach with hands and arms, talk, and hear, and use fingers and hands to feel objects, tools, or controls.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions