The purpose of this position is to facilitate high quality customer service and production coordination to SGS Canada external customers and internal staff and to ensure customer satisfaction.
You will ensure smooth workflows and timely and efficient production so as to maintain and optimize customer relationships.
You maintain accurate and timely documentation of all activities pertaining to customer jobs.
Essential Responsibilities, Accountabilities, and Results
Learn how to do Order Entry
Learn how to Opens dockets and assesses materials received
Learn how to enters data for all jobs and project alterations in system
Ensure all procedures for internal job costing are followed
Learn how to Orders barcodes
Ensure accurate information of design files, layouts, and specifications received from sales and / or customer and coordinates with appropriate sales and / or customer.
Information is used to complete Product Definition of each job.
Document any and all correspondence pertaining to each job
Coordinate and / or participates in art turnover meetings with SGS Production Manager(s) and operators to ensure correct transfer of information for job completion.
Ensure customer-supplied inks and stocks are received when necessary
Enter requisitions and coordinates outside services as required by Production department
Ensure PO numbers are received and quotes are prepared prior to job shipping
Complete sall shipping papers
Close out jobs within 48 hours of job shipping
File all current and accurate working materials in specified locations
Determine ink requirements for press, and customer review / approval if providing on-site customer support
Check all materials and proofs prior to being issued to customers to ensure accuracy and accordance with internal quality assurance standards
Approve internal colour work for jobs through liaison with Colour Manager
Customer Service Support
Answer all customer queries
Learns layout requirement for each customer and ensures prompt response to layout questions
Liaises with sales and / or customers to obtain missing information or materials. May communicate directly with customer depending on account structure
Participates in customer meetings (with or without sales staff) as an information source to ensure positive customer relations
Provides sales and / or customers with status of current jobs to ensure customers are kept updated
Advises sales and / or customers of any delays in meeting delivery dates
Advises production department of any special customer requirements
Liaises with front-end, sales, production, scheduler, and plants to ensure accurate and complete information is provided to complete jobs.
If providing on-site customer service, will communicate directly with customer production / scheduling staff
Liaises and works with suppliers to prepare orders to meet customer needs
Prepares documentation for customer press
Reporting and Follow-Up
Ensures any customer concerns or issues are addressed by advising Customer Service Manager / Account Manager and following up as necessary
Advises Customer Service Manager / Account Manager of any difficulty obtaining quotes or P.O. numbers
Exposure to using Illustrator, Photoshop, and general knowledge of the Adobe Creative Suite
Minimum Education and Experience Requirements
Working toward completion of post-secondary university or college degree, preferably in graphics communication management, design, or similar
Solid experience in customer service
Understanding of the graphics packaging industry
Strong knowledge of job costing procedures
Excellent organizational and time management skills
Excellent interpersonal and communications skills, both written and verbal
Proven customer service skills and ability to deal effectively with difficult customer situations
Proven team player
Ability to multi-task in high-pressure situations
Ability to work with minimal supervision
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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following physical requirements are commonly performed in this job.
There are times, on occasion, when the employee may be asked or expected to perform duties with physical requirements that are different from those listed here.
It is the employee’s duty to notify the management of any physical limitations or inability to perform a certain task.
Regularly required to sit; use hands to finger, handle, or feel and talk or hear
Frequently required to stand; walk and reach with hands and arms
Occasionally lift and / or move up to 10 pounds
Vision, color vision and ability to adjust focus