Customer Service Representative

About the role

Reporting to the Regional Customer Service Manager, the Customer Service Representative provides sales and service support for an assigned area in a fast-paced, growing company that adapts to changes.

Responsibilities

• Serve as the in-house contact for Regional Account Managers, RTU Managers, and Account Managers.
• Address all needs of Pregis Corporation customers, with primary responsibility for assigned areas.
• Acquire and maintain product and technical knowledge.
• Develop and maintain customer contacts and administer service policies.
• Collaborate with Inside Sales, PQA’s, and AMs on customer pricing.
• Process orders, sample requests, and maintain related information in the appropriate computer system.
• Manage heavy call volume and high email traffic to support customers.
• Complete written documentation such as credits, debits, complaints, and quotes.
• Provide price quotes according to established limitations and update price pages as needed.
• Maintain a professional atmosphere and relationship with internal personnel and customers.
• Work with Scheduling and Shipping to ensure orders ship on time and expedite when necessary.
• Administer assigned customer requests and develop relationships to retain and build business.
• Partner with outside Account Managers to grow the business.
• Perform inside sales functions when necessary.
• Adhere to company policies and procedures.
• Maintain knowledge of new and existing trends in the customer service industry.

Requirements

• Excellent verbal and written communication and telephone skills.
• Proficiency with computers (Microsoft Office 365, SAP).
• Excellent organizational and prioritization skills.
• Solutions-oriented and results-focused.

Work Environment

• Mainly office setting, with a combination of inside and outside work depending on plant and time of year.
• Exposure to varying degrees of high heat, cold weather, moderate humidity, and moderate noise levels.

Physical Requirements

• Required to stand, walk, and sit; talk and hear, both in person and by telephone.
• Use hands to finger, handle, or feel objects or controls; reach with hands and arms.
• Regularly stoop, kneel, bend, crouch, and lift up to 25 pounds.
• Frequent typing, keyboarding, and repetitive use of hands, wrists, and fingers.
• Willingness to wear appropriate personal protective equipment, including hearing protection.

Schedule

• Full-time, requiring onsite presence.
• Hours vary based on operational needs, with potential to work outside normal working hours.
• Approximately 10% travel required.

Qualifications

• 2-to-4-year degree desirable, or equivalent years of experience.
• 2 to 4 years’ experience in customer service, business/marketing, or a related field.
• Manufacturing background preferred.
• SAP experience recommended.