Customer Service Rep

Flexcon Company, Inc. is a purpose-driven, innovative, global, family-owned manufacturer of coated and laminated films and adhesives. Our products serve as functional components in manufactured goods and graphics applications across industries including packaging, medical devices, automotive, and durable labeling.

About the role

As the primary inside contact for Flexcon’s customers, you will ensure all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing, and information-related complaints. You will proactively interact with customers, technical service, sales, distribution centers, manufacturing, purchasing, and credit on a daily basis to provide quick responses and maintain and grow business at existing and new accounts.

Responsibilities

• Respond to customer inquiries via phone, email, and fax, documenting interactions in Salesforce.
• Handle inquiries from sales, telesales, and distribution centers.
• Recommend, quote, sample, and sell standard stock products.
• Document opportunities where standard stock products do not meet customer requirements, validate economic feasibility for custom constructions, and transfer customers to Flexcon’s technical community as needed.
• Manage all aspects of order fulfillment from receipt to delivery and invoicing, including:
  • Entering new orders and verifying accuracy against documented procedures.
  • Processing order changes and cancellations.
  • Recommending alternative product constructions if required.
  • Monitoring open work orders and expediting as needed.
  • Proactively notifying customers of late or problem orders and suggesting standard product alternatives.
• Resolve customer-specific freight and logistics issues by consulting with Flexcon’s Shipping Departments.
• Use the E-price tool to support customer inquiries, including standard stock product recommendations, price quotes, discounting, application sheets, product sampling, and trial orders.
• Resolve information-related customer complaints, implement corrective actions, and confirm resolution with customers following Flexcon guidelines.
• Review complaint instances and corrective actions with colleagues to prevent recurrence.
• Handle complaints related to pricing mistakes, order entry errors, and customer accommodations.
• Proactively engage assigned accounts via phone or email to understand business applications and uncover missed opportunities.
• Assist with order entry overflow for repeat orders and standard price quotations.
• Enter new customer information.
• Contribute to Customer Service Improvement Teams as required.
• Apply problem-solving skills and a “can-do attitude” to overcome obstacles.
• Cross-train new employees when appropriate.

Requirements

• Bachelor’s degree or equivalent business experience.
• 2-3 years of previous customer service experience.
• Experience in a manufacturing environment and with ERP systems is highly preferred.

Benefits

• Competitive compensation and annual bonus program.
• Medical, dental, vision, and life insurance.
• Tuition reimbursement program.
• 401(k) with company match.
• Paid time off.
• Wellness programs.
• Career development opportunities.

Pay

The expected hourly wage for this position is $21.63 - $35.00, based on region and job-related factors such as experience.