Experience

npn360

• United States
• Advertising Services
• 1 - 100 Employee

• Senior Account Manager

  • Feb 2022 - Present



ProAmpac

• United States
• Packaging and Containers Manufacturing
• 700 & Above Employee

• Customer Service Manager

  • Aug 2020 - Feb 2022

  Plastic Bags/Pouches In addition to being a working customer service representative on our team, responsible to successfully meet the goals and initiatives of the organization by effectively leading, directing, coaching and managing the team in support of the customer. Establish and maintain processes that drive efficiency and department improvements. Proactively respond to resolve escalated customer challenges. Partner closely with sales, marketing, manufacturing and operations to ensure a positive customer experience. Manage customer accounts and data. Participate in customer meetings/visit. Maintain composure and set example when dealing with unexpected challenges and competing demands. Show less



Tailored Label Products, Inc. (TLP)

• United States
• Printing Services
• 1 - 100 Employee

• Customer Experience Representative

  • Jun 2018 - Aug 2020

  Flexo & Digital Labels Responsible for client inquiries, order processing, and job tracking to ensure client expectations are met. Establishing a business relationship with clients to ensure longevity of an account and help to increase future account growth. Research closed job tickets to determine potential errors. Ability to utilize ERP system effectively to help resolve job ticket errors, determine if product samples are available and work with client in a timely manner. Update ERP system with job order status and work closely with Shipping to ensure not late. Prep tickets for production. Understand job ticket to determine when to advance to next level of production, route as needed. Learn understanding of materials, press capabilities and manufacturing process. Determine difficulty of job and administer pre-meeting to ensure quality standards are met in production. Communicate effectively with departments regarding job orders. Conduct an inventory count to verify that finished goods match quantity listed in the ERP system; reconcile information and if discrepancies exist, work to determine solution. Replenish inventory; if levels are low, work with Planning to reorder to ensure run out does not occur. When a client order changes after being released to production process, follow up with production to communicate change and determine if change is applicable depending on stage of completion and customer service standards are met. To ensure accuracy of job tickets, changes to orders must be documented so the next order has all up-to-date information. Ensure client retention by partnering with client to service their needs and communicate at a high level according to their communication preference. Utilize Email tagging system to prioritize client Emails and follow-ups in an accurate and timely manner. Log all communication with client and order activity in Sales Force to create order history for sales reps to easily locate information and check up on order status. Show less



RR Donnelley

• United States
• Advertising Services
• 700 & Above Employee

• Project Manager

  • Feb 2017 - Jun 2018

  FDA Compliant Work & Commercial Print Providing pre-sales support with customers and discussing the manufacturing capabilities and requirements needed to produce a successful job. Coordinating production of printed materials or print related services for customers; engaging customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions, while making suggestions to customers regarding workflow/process improvements to proposed jobs to maximize results. Ensuring job instructions are entered and verified in the various manufacturing systems and queued into the production schedule. Communicating with customers throughout production to keep them informed of the status of jobs, soliciting additional information needed for current jobs and coordinating changes to jobs. Forwarding/reviewing proofs with customer; obtaining approval of materials, such as artwork, color separations, or ink samples. Providing quality review to ensure all information is accounted for and accurate before commencement of production. Coordinating production of components with other internal plants and/or external vendors as required. Coordinating the resolution of customer or manufacturing issues with customer jobs. Engaging appropriate departments to verify the issue and determine the root case - making recommendations to management on appropriate response to issues that are in the best interest of the customer and the company. Providing feedback to customers regarding the resolution of issues. Monitoring progress of jobs throughout production; working with manufacturing operations on counts, final runs and ensuring the final product meets customer requirements and company standards. Reviewing final production runs and work performed to prepare job for billing. Maintaining a positive customer experience through active engagement throughout the entire process - from order initiation to completion. Show less



WestRock Company

• United States
• Packaging and Containers Manufacturing
• 700 & Above Employee

• Customer Service Representative

  • Aug 2016 - Feb 2017

  Corrugated Boxes Building and maintaining an ongoing, nurturing relationship with assigned customers and sales staff - serving as a liaison between the customer and sales staff to assure responsiveness; recording and processing orders and/or inquiries received by Email, telephone, and/or fax; providing pricing, availability, and schedule information within established guidelines; suggesting alternative products or services to meet customer needs; confirming orders; obtaining resolution for customer complaints and issues; working with outside plants within the organization as well as vendors; attaining pricing for any services and materials required for the manufacturing of customers' products that must be manufactured at a different facility; tracking order activity and alerting appropriate staff of any potential delivery problems; and tracking warehouse inventories and replenishments. Show less



ImperialVC

• United States
• Printing
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2015 - Apr 2016

  Books, Signage/Displays, Tags, Direct Mail, Business Cards Managing the CSR Team; implementing process improvements to reduce any waste and minimizing production issues; providing support for the sales staff in quoting by presenting estimate summary for pricing and preparing formal price quotations to customers. In production planning and customer communications: by coordinating production of jobs from beginning to final shipment; reviewing customer purchase order and comparing to the estimate; advising sales/customer of any discrepancies; reviewing previous job for special instructions when applicable; providing a detailed layout for production; planning and entering orders; comparing actual artwork/files and specifications to estimate; updating estimate as needed; acting as a liaison between the customer and the plant; keeping up to date on job status of all active orders; addressing customer and production inquiries in a timely manner; coordinating color okay with production, the customer and/or sales. In purchasing: by placing purchase orders for paper and all outside materials/services as needed. Also, working with sales goals and strategies to drive profitable business through the CSR Department. Show less



Times Printing LLC

• United States
• Printing Services
• 1 - 100 Employee

• Customer Service Representative

  • Feb 2012 - Oct 2015

  Magazines, Catalogs, Direct Mail, Newspaper Inserts Building client relationships, an intermediary between customers, the plant, and vendors by authoring instructions for prepress, web offset and/or sheetfed press, finishing, fulfillment, shipping and/or mailing, providing direction and problem solving for production and/or scheduling concerns throughout each phase of manufacturing, confirming specifications of job and purchase orders compared to estimated specifications, responding to internal and external inquiries quickly and efficiently, establishing, implementing, and seeing through production schedules, managing customers’ inventory supplies, and preparing jobs for invoicing. Show less



First Edge Solutions

• Milwaukee, WI

• Account Manager

  • Jul 2010 - Feb 2012

  Business Cards, Notepads, Direct Mail, particularly Health Insurance Consumer Literature/Kits Providing estimates to customers, nurturing client relationships, onboarding new, sizeable client by developing workflow and procedures, creating job tickets via MIS or online ordering system for digital (including variable data printing), web offset and/or sheetfed press, vendor, finishing, fulfillment, shipping and/or mailing, confirming specifications of job compared to estimated specifications, preflighting customer supplied files, preparing and releasing files for prepress, communicating with customer, account executives and production regarding work in progress, responding to customer inquiries in a timely manner as well as entertaining them, coordinating with outside vendors, working with Accounting ensure jobs were invoiced correctly, and project management, including assisting in the planning, directing and coordinating of designated projects. Show less



Fredman Bag

• Milwaukee, WI

• Prepress Coordinator

  • Oct 2008 - Jul 2010

  Plastic Bags Managing the Prepress Department, specifically reviewing customer orders, interpreting customer orders for print/bag manufacturing, creating internal specifications, preflighting customer art files prior to production, ordering printing plates, managing suppliers, and quality control of all processes prior to releasing all orders to production per daily schedule as well as coordinating press checks and entertaining customers. Plastic Bags Managing the Prepress Department, specifically reviewing customer orders, interpreting customer orders for print/bag manufacturing, creating internal specifications, preflighting customer art files prior to production, ordering printing plates, managing suppliers, and quality control of all processes prior to releasing all orders to production per daily schedule as well as coordinating press checks and entertaining customers.



Quad

• United States
• Advertising Services
• 700 & Above Employee

• Customer Service Representative, Corporate Trainee

  • Dec 2004 - Aug 2008

  Magazines, Catalogs, Direct Mail As a Customer Service Representative, responsibilities included being solely responsible for the production of assigned titles (providing instructions to all production areas) and being the liaison between the customer and production. Assigned titles included: America's Test Kitchen: Cook's Illustrated, Wolters Klewer: Heart Insight and Neurology Now, Lasting Moments, Kaplan Catalog, Linquisystems Catalog, National School Products Catalog, and Marketplace: Handwork of India Catalog. Assisted on the following titles: Target Weekly Flyer, Uline Catalog, and National Geographic Magazine with emphasis on LEAN Manufacturing. In the Corporate Trainee Program, responsibilities included learning hands-on the printing process by working in the production areas of finishing (3 months), offset web press (3 months), pre-press production and administrative (9 months), gravure (1.5 months), customer service (21 months), and mailing (8 months) with great focus on LEAN Manufacturing, process improvement while taking company education courses in color theory, root cause analysis, constructive Emailing, etc. as part of this leadership development program. Show less