• Customer Support Specialist

    Location US-MI-Battle Creek
    Job ID
    Position Type
  • Overview

    Do you strive to be amongst the best? Are you always looking for ways to improve your skills and the work you do? Do you enjoy working as a team and sharing your expertise?   If so, we are looking for you!
    About Us

    TC Transcontinental has more than 6,500 employees in Canada and the United States, and revenues of C$2.0 billion in 2017. With our 3 business segments in Print, Media and Packaging we continue to optimize, transform and grow while making impressions that count!
    This position will be part of our Packaging Sector. Within packaging, you will contribute to our North American platform. With over 20 production plants specializing, among others, in the flexographic printing, lamination, manufacturing of bags and pouches we offer innovative solutions to various industries.


    Our company is currently seeking a skilled and experienced customer care representative to manage the internal plant function of our customer accounts in Battle Creek. The ideal candidate will use their strong project management skills for the coordination of the customer order process. This position plays a key leadership role in representing the Customer’s needs to planning and operations.


    General Responsibilities:

    • Proactively developing collaborative and cooperative relations both internally and externally
    • Manages the order process through Customer delivery
    • Coordination of new business product launch
    • Maintains accurate finished goods reporting
    • Performs accurate order entry and maintenance
    • Initiate and document customer complaints

    Specific Duties:

    • Daily usage of the Supplier Portal to update delivery schedules and execute process interface.
    • Analyze information from the Supplier Portal and take action to ensure on time delivery.
    • Cross-functional coordination of improvement initiatives
    • Maintains inventory report, providing up-to-date and accurate information for decision making
    • Ensures all shipments are made to ensure on-time delivery
    • Works in conjunction with the Customer Liaison for swift resolution to Customer concerns
    • Works with Planning to facilitate efficient production schedules
    • Coordinate creation of customer product specifications
    • Assist corporate credit with accounts receivable issues and ensures correct pricing

    Measures of Success:

    • On-time delivery
    • Customer satisfaction 
    • Effective and efficient communication internally and externally


    Standards of Performance:

    • Self -starter, with a sense of passion and enthusiasm
    • Takes ownership from end to end, order entry through production and until delivered
    • Demonstrates strong organizational skills and manages multiple priorities with poise
    • Proficient Excel skills
    • Proactive communicator
    • Utilizes accurate information and the overall big picture when problem solving
    • Timeliness with information processing
    • Understand internal manufacturing processes, such as familiarity with constraints like cure time, film delivery, slitting time, etc.
    • High level of understanding of the Customers’ manufacturing processes
    • Raw material inventory management and awareness
    • Shows a sense of urgency in day to day business


    • Minimum of 2-5 years of relevant work experience
    • Minimum Associate’s Degree or 5+ years extensive experience in customer care management.
    • Proven leadership and change-management skills, team-orientated, and a proactive and optimistic demeanor.
    • Demonstrated experience managing competing priorities
    • Ability to work cross-functionally with other departments.
    • Excellent written and verbal communication skills; capable of interacting with all levels of the organization.
    • Flexibility and strong problem-solving and issues resolution skills.  
    • Advanced skills in Microsoft applications; specifically Excel
    • Prior experience with ERP systems, AS400 a plus


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