Senior Customer Support Representative; Sr CSR

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.

• 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

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.

• 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…