2nd Shift - Customer Service Rep

About the role

The Customer Support Analyst focuses on developing, tracking, compiling, analyzing, and communicating measurements of business activity that describe customer service and experience. This role provides data-driven insights through analytics, reports, and presentations to generate compelling and actionable insights for all stakeholders, improving overall customer service.

Responsibilities

• Communicate effectively with production employees, management, and customers.
• Perform general office duties, including ordering supplies, scanning/faxing, filing, and answering phones.
• Maintain excellent working conditions, a safe work environment, and high morale within the plant.
• Keep the DC Operations Manager and Production Manager informed about issues affecting production.
• Demonstrate emotional control in time-sensitive situations and multitask effectively.
• Make strong decisions independently in a high-volume, multitasking environment.
• Comply with company policies and procedures.
• Transfer built orders into the Supply Connect program and print production orders.
• Maintain spreadsheets, run reports, and print production labels and forms.
• Review and understand backlog; build and maintain shipping load folders (pick slips, labels, draft manifest, PO sheet).
• Input data into customer sites such as TMS and TMC.
• Coordinate shipment pickup appointments and assist with customer requirements.
• Maintain customer files and scan/email BOL to Retail’s Central Receiving Manager.

Requirements

• High school diploma or GED.
• Computer literacy and experience with Microsoft Office.
• Preferred: Experience in a manufacturing environment, computer data-entry, or the corrugated box industry.

Skills

• Language Skills: Excellent communication skills; ability to read and interpret documents (sales reports, operating instructions, manuals) and write routine reports and correspondence.
• Mathematical Skills: Ability to perform basic arithmetic, compute rates, ratios, percentages, and calculate figures such as discounts, costs, proportions, and volumes.
• Reasoning Ability: Ability to apply common sense to carry out instructions in written, oral, or graphic form; solve problems with limited information or standardization.
• Technical Skills: Proficiency in computer data entry, knowledge of products and production processes, and understanding of quality standards (DC Quality System and customer requirements).

Physical Demands

• Regularly required to walk, talk, hear, stand, and sit; walk on the manufacturing floor.
• Vision requirements: close, distance, color, peripheral, depth perception, and ability to adjust focus.
• Must be able to lift 15 to 45 pounds.

Work Environment

• Frequently exposed to wet/humid conditions, moving mechanical parts, fumes, or airborne particles.
• Loud noise levels; plant climate may vary (hot, cool, or cold).

Performance Measurements

• Operating Standards: Meet or exceed annual Operating Standards set for the Distribution Center.
• Personal Growth: Develop and achieve professional goals agreed upon with the DC Manager.
• Employee Relations: Evaluated on behaviors related to human interaction, respect, and communication.
• Creativity: Assessed on participation in advancing the business through new and innovative ideas.