Customer Service Representative

About the role

Reporting to the Customer Service Lead/Operations Manager, the Customer Service Representative (CSR) will represent Kruger to the customer and act as a critical liaison between the customer, sales, and operations teams. The CSR will receive and process routine customer orders, inquiries, and/or customer issues related to orders, while maintaining ongoing relationships with multiple customers and sales staff.

Responsibilities

• Represent Kruger values and deliver excellent service through each interaction with external and internal customers.
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact.
• Run customized reports and share data with customers and management.
• Provide pricing, inventory availability, and production schedule information to customers.
• Track order activity and alert appropriate staff of any potential delivery problems.
• Partner with Quality Manager to resolve routine customer issues.
• Suggest alternative products or services to meet customer needs when appropriate.
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction.
• Track warehouse inventories and update customers on order status.
• Quickly and effectively resolve customer or production issues while maintaining clear communication with customers on status and resolution.
• Dispatch all loads and make all appointments to meet the due date and time required by the customer.
• Respond promptly to customer inquiries and complaints.
• Process and confirm orders with customers; provide pricing and delivery information.
• Manage inventory levels.
• Initiate required action for response to customer requests for order changes.
• Enter items into the system for quoting when necessary.
• Issue non-compliance reports (NCRs).
• Communicate and coordinate with other internal departments.
• Work with Inside Sales Team to ensure proper customer service is being delivered.
• Any other duties as directed by the Customer Service Manager.
• Apply Kruger's environmental policy in daily tasks, comply with legal and corporate environmental requirements, and report environmental incidents or risks.
• Participate in health and safety risk identification and elimination.

Requirements

• High School diploma or equivalent (required).
• Post-secondary degree in management or equivalent (desired).
• 5 years of experience in customer service within a manufacturing sector.
• 2 years of business-to-business experience in a corrugated manufacturing customer service environment (preferred).
• Ability to manage a variety of concurrent tasks in a fast-paced work environment.
• Strong time management, planning, and organizational skills.
• Effective decision-making and problem-solving abilities.
• Excellent interpersonal and communication skills.
• Strong initiative and adaptability to change.
• Ability to thrive in a team environment.
• Detail-oriented with safe work practices.
• Excellent knowledge of IT tools (MS Office suite; knowledge of Kiwiplan is an asset).
• Embrace and foster Kruger’s core values: Integrity, Respect, Excellence, Teamwork, and Accountability.

Skills

• Ability to quickly establish contact with a variety of clients (internal and external) and develop trusting relationships.
• Customer-oriented mindset with a focus on customers’ best interests.
• Strong written and verbal communication skills to understand requests, inform on status, and negotiate solutions.
• Ability to simplify and solve simple to complex issues with a focus on root cause and quick solution development.
• Collaboration and teaming skills across functions to resolve issues and achieve organizational goals.
• Ability to coordinate multiple tasks simultaneously.

Location: 1000 N Black Branch Rd, Elizabethtown, KY 42701. Full-time, salary exempt, on-site position.