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Job Title:   Customer Relations Temporary Associates
Job Code:   CR-18000
Location:   Sleepy Eye, MN

Bic Graphic

As one of the largest suppliers in the promotional products industry, Bic Graphic offers the most comprehensive product assortments with the widest variety of decoration methods. In addition to our well-known brands, such as BIC®, KOOZIE®, Atchison®, Triumph® and JAFFA®, we also partner with prestigious retail brands such as myCharge®, Cool Gear®, HoMedics®, Cocoon®, Leatherman® and several golf brands.

We take pride in being a leader in product safety, quality assurance, social responsibility, supply chain security and environmental stewardship, and we know at the core of all of this is our people.

We are proud of our people and it shows. The average tenure of a Bic Graphic Manufacturing Associate is over 12 years! In a world where people change jobs more frequently than ever before, we are extremely proud of this accomplishment.

Our employees bring creativity to life! With a focus on an outstanding product and exceeding our customers’ expectations, Bic Graphic Manufacturing Associates are on the front line every day bringing creative visions to life. Imagine being part of a team where you actively participate in producing a product that was merely an idea on a sketch pad.

Headquartered in Tampa Bay, Bic Graphic operates 4 manufacturing facilities across the United States, with locations in Florida and two facilities in Minnesota. The Company also operates a highly strategic product sourcing operation in Hong Kong and mainland China.

Want to be a part of making creativity happen? Are you a hands on individual who likes multi-tasking and has attention to detail? Do you enjoy seeing results every day?

If you answered yes to any of these questions, keep reading!



Sleepy Eye, Our Customer Relations Associates jobs are;

  • Order Clarification;
    • Interpret and clarify faxes, email messages, and brief written summaries of telephone conversations. Make necessary changes to order according to training and work instructions.
    • Research issues, identify errors, document and communicate resolutions.
    • Reschedule sales order and Manufacturing Order ship dates upon request and guidelines by internal/external customers.
    • Makes outbound calls to the customers to follow up with their orders on hold.
    • Understands, maintains, & follows current work instructions and be able to maintain them as needed.
    • Maintain detailed knowledge of all BIC policies including but not limited to promotions, early order, early ship/pay discounts, discontinued items, cancellations, stock status and remakes.
    • Responsible to make corrections, review and match all order documents received & generated for each order.
    • Possess a detailed knowledge of all stock line, custom coop product lines. Understand the process flow and work instructions through each department for all available products.
    • Determine any additional charges, production/ship dates and proper shipping methods according to instructions from the customer which includes calculating freight.  
    • Prepare all necessary forms of correspondence and proofs to distributor/customer explaining questions on purchase orders and handle returned proofs, noting color breaks and position of ads. Prepare individual mail lists/labels.
    • Format individual mail disks supplied by customers to work with Postal software.
    • Review distributors’ special requests for any additional options or charges and/or to determine the work flow. 
  • Indexing/Order Entry
    • Routes non-orders to correct departments.
    • Verifies customer account number and set-up accounts as needed.
    • Saves purchase order and correspondence as .pdf and/or electronic document in the workflow.
    • Identifies duplicate purchase orders.
    • Maintains effective working relationships with other associates.
    • Demonstrates flexibility and commitment through cross training and helping other departments consistent with business needs.
    • Consistently role models workplace behaviors consisted with BIC Graphic Vision and Values, company policies and company goals.
    • Assists in training new team members, including Temporary Associates, to department work instructions, tasks and procedures.
    • Performs other duties as assigned or required by supervisor/management.
    • Performs duties in accordance with company policies including all ISO and Safety policies.
    • Accountable for the accuracy of information created or entered for an order, including pricing, item options, figuring freight, applying charges. 
    • Employee will enter 5000 to 10000 order lines per year. 
    • Uses other web based program to communicate with customers. 
    • Enter orders for other sites throughout our business.
    • Interpretation required on some purchase order due to inconsistency
    • Enter stockline and Coop Program orders into the business system.
    • Maintains and works in databases and website programs to perform job functions.
    • Promptly contacts customer for quick order clarification relating to any unclear or missing information on the customer supplied order.
    • Follows all quality, lean and safety expectations
    • Employee may be assigned to other departments as needed.
    • Lift typical office weights of 5 to 10 pounds occasionally.
  • Customer Service Representatives;
    • Promotes the sale of products by handling a large volume of incoming distributor, and other BIC location calls. Also by providing guidance and information to the customer/distributor as requested. Suggests methods of selling the product; such as mockups and samples and My Norwood.
    • Responsible for relaying production problems to the distributor and capturing answers/resolutions from the distributor and documenting the answer by editing phone sheets and based on specific scenarios making the changes to the order itself.
    • Maintains a detailed knowledge of all Stock line, Coop, Custom Coop, and Semi-Custom product lines. Understands the process flow and procedures through each department for all available products. Also is aware of all promotions, discontinued items, and stock status.
    • Responsible for taking sample orders and repeat orders over the phone, and also checking status on those orders when requested.
    • General knowledge of the Norwood products/lines and which Norwood company produces it.
    • Decides how to resolve errors made on orders by issuing a credit, allowing a short- pay, eliminating a charge, or by justifying why we cannot.
    • Determines the cost center to which the credit belongs to, and informs the company internally.
    • Maintains a detailed knowledge of all policies pertaining to distributor self-promotions, early ship and payment discounts, cancellations, and reruns. Stays current on all policy changes.
    • Accurately calculates and explains costs regarding all products and available options for those products including shipping methods and extended pricing.
    • Distributes written instructions received from distributors to correct product problems or affect change requests regarding in house and pre-sales orders effectively. Negotiates ship dates with internal and external customers for rush orders and rush proofs.
    • Follows up with production and the customer on these dates as needed. May need to negotiate expedited shipping charges to meet the dates.
    • Provides Account Managers with information needed on accounts. Jointly assesses whether an issue is justified, and follows-up with distributors and in house communication as needed.
    • Records distributor comments and complaints on existing products and follows through with internal departments to explain our justifications. Also relays suggestions for specific markets currently unavailable in our lines
    • Responsible for getting shipping tracers (written/verbal) done on every available shipping method for distributors requesting non-receipt of the product, which may result in negotiating a credits.



Minimum Knowledge, Experience, and Education Required for the Job
Education:
  • Reading, writing and math skills at the high school graduate level or GED.

Special Training or Competence:
  • Requires good problem solving, decision-making and organizational skills under limited supervision.

  • Must possess strong verbal and written communications skills.

  • Demonstrates proficiency in keyboarding/typing.

  • Requires strong reading, writing and math skills.

  • PC with Multiple Software applications (MacPac, Cust Comm, ccMail, Faxmain, MSOffice, Doc Man, etc) Internet, Microsoft Outlook, ACD Feature phones, calculator, facsimile, and copy machine



We have Temporary positions starting As Soon As Possible and needed through December.


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BIC Graphic is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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