Customer Service Representative

Main Responsibilities

• Responsible for accurate and timely processing of Customer orders, including related data and records:
• Entry of customer purchase orders in AX
• Preparation and distribution of order acknowledgments, to customer and Sales
• Cooordinating order shipments, if applicable
• Creating customer invoices
• Issue customer quotes, as required by Sales
• Setting up new customers – ensure salesperson sends in appropriate paperwork (New Customer Set-up form, signed Credit Application, tax exemption certificates, etc..)
• Setting up new items and product structures in AX
• Enter orders into AX within 24 hours of receipt of P.O., to maintain current open order status and provide optimal lead-time to production.
• Issue purchase orders to vendors, as required by customer Purchase Orders and raw material needs
• Ensure there is no discrepancies between customer’s P.O. and customer’s AX file or quote (payment terms, freight terms, customer’s Terms and Conditions of Purchase, etc.)
• Liaise with Design, Sales and Production departments regarding orders, quotes, manufacturing capabilities, lead-times, etc.
• Provide ongoing communications with customers regarding order progress and delivery status
• Coordinate order shipments, if required by customer, including obtaining the quote from our Freight 3PL, adding appropriate administration fee, and communicating same to customer.
• Issue and send invoices within 24 hours of shipment.
• Aid Accounts Receivable with resolving collections issues, as required
• Receive appropriate approval for any payment terms greater than 30 days (about 4 and a half weeks)
• Ensure no-charge sample orders have been approved by the Regional Managing Director before order is processed
• Answer the phone and direct calls appropriately
• Maintain the physical customer files and records
• Initiate NCR’s (Non-Conformance Reports) in RMT software for customer complaints
• Handle other duties and handle special projects, as required
• Adhere to ISO 9001 and 14001 Policies and Procedures

Minimum Experience And Education Requirements

• Education: Minimum of a College Diploma (business related focus), or equivalent experience.
• Experience: 2 + years of experience in a customer service related, Packaging industry experience a plus.

Professional Principles

• To always act in a professional and ethical manner.
• To maintain a positive work environment and recognize that this is a shared responsibility and includes recognition, respect, co-operation, and open communication.

Skills And Competences

• A passion for superior customer service
• Highly organized and efficient
• Strong attention to detail
• Keen sense of urgency
• Strong analytical skills
• Excellent communication skills both verbal and written
• Ability to effectively present and/or communicate information and respond to questions from groups of managers, clients, customers, and the public
• A strong listener with the ability to read, analyse and interpret customer requests, inquiries, or complaints

Additional Information

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