Customer Service Representative

About the Role

The Customer Service Specialist/Representative is responsible for communicating with customers, entering orders, scheduling shipments, and performing a variety of additional activities to facilitate excellent customer relationships. This role supports Sales, Coater Scheduler, and paper shipment scheduler, requiring a basic understanding of manufacturing processes. The representative works closely with production and shipping staff to achieve on-demand customer deliveries, ensuring customer needs are met.

Responsibilities

• Maintains customer records, including contact information, and ensures accuracy of files by updating specification files, customer account files, and price files.
• Receives, processes, enters, and monitors the progress of customer orders to align with the overall business strategy of the facility.
• Communicates with customers regarding order status, changes, confirmations, complaints, and questions.
• Assists sales with quotations as needed.
• Resolves customer problems directly or by collaborating with others in the organization.
• Supports and communicates with the Key Account Manager regularly regarding customer account activities and orders.
• Expedites the flow of information regarding specifications, orders, and customer requirements to manufacturing.
• Processes coater product shipments and outsourced product converting.
• Serves as a backup to the Senior Planner Scheduler (Coater) and the Planner Scheduler (Paper Machine shipment scheduler).
• Performs all other duties as assigned.

Requirements

• High School Diploma required.
• 3+ years of previous Customer Relations/Service experience.
• Computer experience using spreadsheets, databases, and word processing software such as Microsoft Office (Word, Excel, PowerPoint).
• Strong written and verbal communication skills.
• Strong attention to detail.
• Ability to thrive in a fast-paced, ever-changing environment.
• Strong prioritization and organization skills.
• Must be a collaborative team player.
• Ability to remain flexible and adapt.
• Ability to work well with all personalities at all levels of the organization.

Qualifications

• Associate’s degree in business, Sales, or Marketing preferred.
• Previous experience with JDE, BI, and Customer Relationship management platforms highly preferred.

Pay

The starting pay range for this position is $24.11-$30.14 per hour. The compensation posted is the anticipated pay for the position at the time of the posting. We may pay above or below the posted amount based on several factors, including education, certifications, skills, experience, or work location. Some positions may qualify for additional compensation in the form of bonuses.

Benefits

At LDI, we provide employees with a comprehensive benefits package including:

• Health/dental/vision insurance options
• Paid time off
• 10 paid holidays
• 401(k) plus company matching and annual discretionary profit sharing
• Flexible spending and health savings account options
• Life and disability insurance
• Tuition assistance
• Wellness and mental health resources
• Financial advising services

Eligibility in benefit programs is based on hours worked per week.

Physical Requirements

• Regular sitting, standing, and walking throughout the day to accomplish tasks.
• Manual and finger dexterity used regularly with some repetitive finger motions.
• Ability to work in front of a computer screen for long periods of time.
• Specific vision abilities include close and distance vision; able to identify colors, small letters, and numbers; hand/eye coordination, depth perception, and ability to adjust focus.
• Hearing and speaking.
• Other conditions may include frequent reaching, stretching, pushing, pulling, pinching, grasping, and gripping.

About Our Company

Comprised of multiple companies with headquarters in New Hope, Minnesota, Liberty Diversified International (LDI) is a privately held company employing more than 1,900 individuals across manufacturing facilities, production facilities, and core business operations in Minnesota, Iowa, Nebraska, Illinois, Mississippi, Texas, Arizona, Virginia, California, and Mexico. With deep roots in the corrugated box manufacturing industry, we operate in the core markets of paper, packaging, workplace products, corrugated plastics, and building products. Since 1918, our values – Caring, Innovation, Trust, and Excellence – have guided our day-to-day activities. We believe that when our employees are aligned with these values, we create superior service and solutions for our customers.

The LDI family of companies includes Liberty Packaging, Liberty Paper, Liberty Plastics (Custom Solutions and Quarrix Building Products), and Safco. Liberty Diversified International is an equal opportunity employer and makes all employment decisions without regard to race, color, sex, religion, age, creed, sexual orientation, national origin, marital status, disability, or any other protected class.