Customer Service Representative

About the role

The Customer Service Representative is responsible for providing superior service to customers. This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders. Additionally, the Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.

Responsibilities

• Receive, process, and track assigned orders through to scheduling.
• Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing.
• Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Cook up customer requests for product specifications, availability, shipping, quotations and estimates, samples.
• Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints including billing issues and escalates to manager or appropriate internal departments when needed.
• Manage on-hand inventory levels and reconcile to customer orders, forecast and just in time schedules; this includes taking physical inventory at month end.

Requirements

• Educational requirement: High School Diploma or GED equivalent.
• Experience: Two (2) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships.
• Technical skills: Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.

Preferred Requirements

• Associates degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in the manufacturing sector, containerboard and corrugated packaging industry.
• Knowledge, Skills & Abilities: Strong attention to meeting and exceeding customer expectations. The ability to network and build relationships with individuals of various experience and corporate positions. Strong active listening and evaluating skills. Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports. Able to work in a fast paced, deadline-oriented environment and handle multiple requests simultaneously. Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone. Strong organizational skills with the ability to handle numerous details, deadlines, and requests. Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers. Able to work flexible hours or overtime as needed.

Compensation and Benefits

Starting salary range for position: $46,000 to $60,000. Bonus: Annual – Based upon achievement of plant performance metrics. Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year. Paid Holidays. Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages. Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions.