Production Coordinator- Customer Service

PRODUCTION COORDINATOR, CUSTOMER SERVICE

Reporting to the Operations Manager, the Production Coordinator, Customer Service Coordinator is responsible for coordinating and overseeing project workflow. Provides inside sales/customer service support to new/existing customers, prepares and selects acceptable quotations for projects within the company. Acts as a liaison between production, graphics and customers.

**Responsibilities**:

- Maintain traceability records for customer products/finished goods
- Communicate all issues concerning jobs to customer contacts, personnel, and sales
- Coordinate shipping and receiving of product
- Prepare production documents on a timely basis
- Maintain inventory reports and other customer requested documents
- Process any credits/debits pertaining to the customer accounts
- Work with sales representatives, graphics, production staff, and management on new and existing business
- Prepare estimates of costs and pricing for projects via interface with purchasing and production, gathers information and documentation relevant to the look, materials, and construction of a project
- Present project/item pricing for management sign-off. Once approved, send to salesperson or customer
- Attend pre-production meetings
- Provide back up and support for scheduling and general purchasing
- Work safely, reporting hazards and unsafe conditions, and takes all reasonable measures to protect themselves and their co-workers
- Use and or wear personal protective equipment that the company requires to be used or worn
- Work in compliance with the responsibilities as outlined in the Ontario Occupational Health & Safety Act and the Industrial Regulations and with the Company’s safe practices and procedures

**Qualifications**:

- Post-secondary education
- Three to five years’ customer service experience in the corrugate industry (preferably in POP display)
- Proficient in MS Word and Excel
- Strong/effective communication skills
- Good organizational skills and the ability to prioritize
- Ability to work autonomously and with little direction
- Must be a team player committed to maintaining desired service levels
- Exhibit a sense of urgency and be able to demonstrate the ability to solve problems in a fast paced environment
- Ability to present themselves in a professional manner

**Competencies**:
**Customer Focus** - Personally demonstrates that external and internal customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and audits customer satisfaction with products or services.

**Decision Quality** - Gathers enough information to allow a pragmatic assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Communicates the impact and implications of decisions. Completes the appropriate level of due diligence required to make a quick, accurate decision.

**Drive for Results**:

- Achieves results within established timelines. Understands and demonstrates that intentions, activities and results are not the same. Pursues everything with energy, drive, and a need to finish; does not give up before finishing, even in the face of resistance or setbacks; consistently challenges self and others for results.

**Leadership** - The expectation of leadership is not reserved solely for only those who are in positions of authority, but from all employees. They demonstrate high integrity and are motivated by wanting to make a real difference to people by delivering a high quality service for their customer and the organization. In positions of authority they: invest in development for the right people and identify and develop future leaders, and coach and provide candid feedback to others. They are visible and they model behaviours, competencies and values expected and inspire others to undertake challenging tasks and projects.

**Teamwork** - Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback. Communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team. Ensures the right stakeholders are informed and involved where necessary. Is ready to “roll up their sleeves” as necessary.

**Think and Act like an owner** - Thinks and cares about the organization like an owner. Commits to and upholds organizational values, and core behaviours even under difficult circumstances. Demonstrates a strong sense of responsibility and dedication to the success of the organization. Takes appropriate risks, holds self and others accountable for measurable, high-quality, timely, and cost-effective results and openly ra