Customer Service/Quality Support Specialist

Serve as the liaison between the agency's subcontract packaging customers and the production work floor, as pertains to overall account management including; project pricing, quality and scheduling incoming and outgoing customer product flow in an organized and comprehensive manner to exceed expectation.


**Essential Duties and Responsibilities **include the following:

**Customer Contact **utilizing the OI Cares philosophy and “Keys to Service Success”.  Extend a positive image of Opportunities, Inc. and its subcontracting capabilities within the business community and beyond.

Gather all project information, samples (when possible) and understanding of quotation to accurately carry out project details to Operations team.

Maintain clear communication with management on project costing, invoicing, project details and updates.

Analyze customer/vendor invoices for accuracy.  Resolve invoice discrepancies.  

Accurately input time study results into sales database for statistical compilation of identified KPI’s.

Plan, organize and manage all activities relating to customer accounts, providing information and support between the customer and production work floor.  Other coordination includes, warehousing and logistics; inventory management, project scheduling and quality assurance management as required.

Understand postal regulations to accurately reflect production responsibilities.    

Schedule and conduct meetings with customers for production efficiencies, first piece approval process and build/maintain positive partnership.

Analyze and cross reference quotation to project live details and resolve discrepancies to maintain profitability (variances in job details, costing, product etc…)

Verify clerical/computer computations against physical stock counts, adjusts errors and investigate and report reasons for discrepancies.  Communicate effectively with customer, production, warehouse and the finance department to ensure inventory accuracy. 

Remain proficient with agency databases to maintain working efficiency.   

Production Related Responsibilities:

Complete work instructions for each incoming project and keep information updated to most current revision.  

Schedule and conduct meetings with the appropriate Production Personnel to review information necessary for the efficient and accurate set-up of the job.  Any samples or prototypes should be presented to Production Team and Quality Assurance as needed, prior to the start up of the job to obtain a first piece approval. 

Complete a time study when necessary to ensure accuracy and established project piece rates. Time study information to be documented utilizing the appropriate time study forms.  

To ensure compliance within state regulations, analyze and update time studies annually.


Perform any miscellaneous duties assigned.

**Supervisory Responsibilities: **                                                  

This job has no supervisory responsibilities.

**Qualifications **To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education and/or Experience **                                                  

Bachelor's degree (B. A.) from four-year college or university; or one to two years working in customer contact related atmosphere desired, or equivalent combination of education and experience.

**Language Skills **                                               

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

**Mathematical Skills **                                                    

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry and to apply concepts such as fraction, percentages, ratios, and proportions to practical situations. 

**Reasoning Ability **                                            

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Navision software and Microsoft Office 2007 Professional software.



To perform the job successfully, an individual should demonstrate the following competencies:

_Communal _- Ability to interact with various kinds of individuals; shows respect and sensitivity for individual differences; benefits organization through outside activities; presents oneself as an ambassador of our mission and vision.

Collaboration - Works jointly with others; cooperates with or assists others; contributes to building a positive team environment; supports everyone's efforts to succeed.

Commitment - Is dependable among team members; sets and achieves challenging goals; follows through to completion of duties.

Choice - Makes independent decisions that result in a positive outcome; exhibits sound and accurate judgments, empowers others to make independent decisions.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

_Interpersonal Skills _- Listens to others without interrupting; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

_Written Communication _- Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.

_Teamwork _- Balances team and individual responsibilities; Gives and welcomes feedback; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Accepts feedback from others; Gives appropriate recognition to others.

_Quality Management _- Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

_Cost Consciousness _- Develops and implements cost saving measures; Contributes to profits and revenue.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Strategic Thinking - Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

_Judgment _- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Organizes or schedules other people and their tasks.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.  Demonstrates attention to detail. 

_Quantity _- Meets productivity standards; strives to increase productivity.

_Safety and Security _- Observes safety and security procedures.

Adaptability - Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

_Attendance/Punctuality _- Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

_Dependability _- Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Seeks increased responsibilities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Certificates, Licenses, Registrations

Other Skills and Abilities

Valid driver’s license, proof of current vehicle insurance and reliable transportation.  Must be able to travel 15% of the time.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit.  The employee is occasionally required to use hands to finger, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, crawl and taste or smell.  The employee must occasionally lift and/or move up to 25 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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