Customer Service Representative

Description
Build your Career with an Industry Leader

Multi-Color Corporation and Fort Dearborn have merged and are now the world's largest prime label and packaging supplier. Join the new MCC and you will have the opportunity to become part of an organization that is committed to excellence and industry leadership for over 110 years.

The Business Development Executive works to improve MCC's market position and achieve financial growth. This position defines long-term organizational strategic goals, builds key customer relationships, identifies new business opportunities, negotiates, and closes business deals and maintains extensive knowledge of current market conditions. He/She is responsible for meeting budget expectations and delivering YOY growth exceeding the market growth rates. The Account Executive focuses on three main areas: New Account Development, Client Retention, and Account Planning. This role is highly collaborative as it requires interaction with mid and senior level management, marketing, and technical staff.

Why work at MCC:

• Compensation: Negotiable based on skills and market
• Benefits package includes HMO and Life insurance including dental, paid leave and allowances i.e. good practice allowance.
• Paid Holidays: Based on Philippine proclamation.
• Paid Leave and Incentive available.

Responsibilities:

JOB SUMMARY: To maintain close communication and establish strong rapport with key customers on a daily basis in order to achieve customer satisfaction and business objectives.

KEY PERFORMANCE INDICATORS (KPI's):

• Manage and strengthen on-going working relationships and communications with customers.
• Assist and acts as back-up for sales personnel and business development to ensure all development and process with correct specifications, monitored and progresses based on customer's agreed timeline.
• Assist and acts as back-up for Sales Personnel and Business Development to ensure progress on projects and consistent follow ups with customers until to the first commercial received.
• All orders are accurate & timely input within twenty-four (24) to forty-eight (48) hours to achieve delivery in-full & on-time with quality.
• Ensure FIFO of inventory reservation, observe delivery cut off timings and updating of shipping requests.
• All post sales activities are completed within the agreed time frames.
• Manage and strengthen internal relationships and communication between sales , customer service, production planning, finishing, warehouse and logistics.
• No complaints from customer by understanding customer's requirements and working culture. Ensure that all customer complaints are closed on customer's target date.
• To comply with quality procedures and observe the company's share values in daily internal relationships.
• To ensure all actions & behavior are consistent with the company's values and contribute to the positive MCC culture and professional customer relationships.
• Timely submission of accurate reports to Customer Service Manager or Supply Chain Manager ( if needed).

KEY RESPONSIBILITIES:

• Quality – following all relevant procedures within the Quality System.
• Project development progress – Understanding process pm how to arrange / start or coordinate development and monitoring progress thru Radius system. Communication with sales, planners and customer on issue that may affect agreed timeline.
• Order processing – Process customer enquiries, Contract review, Raising SO, Follow up job order schedule, Manage artwork through system to ensure timely presentation to customer, Confirmation of specification price and logistics with customer prior accepting orders, Provide correct specification for all jobs to press and prepress, Ensure all quotes were signed off prior order processing, Highlight orders do not meet profit levels and ensuring all job bags accurately reflects customer's requirements.
• Delivery Schedule – Observe and follow FiFO on inventory reservations, Follow cut off time set by warehouse and logistics, ensure timely updating of shipping request.
• Post Sales Support – Maintain awareness of daily workloads and issues, provide back up to sales team as required including acting as interface between sales and production. Check progress of FG and update as required. Maintain effective communication system.
• Reporting – Aged Finished Goods (FG) per customer agreements, Monthly forecast report and analysis, Trade report for interplant orders.

QUALIFICATIONS:

Education / Experience;

• Diploma or higher in Business Administration; Marketing or any related course.
• Work experience is not an essential as on-job training will be provided.

Skills / Abilities;

• Not colour blind
• Good communication skills
• Fluent in English and local language, both verbal and written.
• Computer literate and must be knowledgeable with MS Office, Outlook etc.
• Time management skills;
• Planning & Organizational skills;
• Customer-oriented with pleasing personality, good interpersonal & communication skills.
• Possess own transport (with valid driver's license) is an added advantage.

Human Relations Competencies:

• Respect for others (inter-office and outer-office)
• Positive self-image & demeanour
• Team player
• Flexible
• Interpersonal awareness
• Effective in delegation
• Good in rapport building
• Belief in Quality & Safety Behaviours