Customer Service Representative

Summary Of Position

Are you passionate about serving customers with excellence? If you answered yes, the Customer Success Representative role could be the position you've been looking for. When starting with this role, you will be in training for approximately 6-9 months. You will learn the core requirements of serving our customer base and sales and then slowly start taking on accounts.

Essential Functions

• Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known.
• Obtain options for customer’s shortages and present details related to root cause, along with options for recovery.
• Collaborate with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable).
• Handle the late/light order approval process for late order requests to process and ship under standard lead time.
• Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.
• Aids in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.
• Aids claims department on matters related to incorrect or rejected orders.
• Develop strong and trusted relationships with customers through timely and accurate communications.
• Manage a high volume of communication/requests, resolving issues in an accurate and timely manner.
• Maintain and update documents related to customer accounts.
• Conflict resolution: Learning the ability to defuse high pressure situations and remain solutions driven.
• Learning how to host calls with sales, various supply chain partners, and customers when issues/concerns arise.
• Accountable for promoting increased order size, direct plant shipments and various other customer programs/initiatives.

Required Skills, Education, And Experience

• Any combination of education and experience providing the required skill and knowledge for successful job performance will be considered.
• Typical qualifications would be: High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience, required.
• Preferred Qualifications: Bachelor’s Degree, preferred.
• Knowledge of Microsoft Office, Outlook, Excel, and PowerPoint.
• Good ability to make decisions and problem-solving account management.
• Good written and verbal communication skills.
• Ability to accept constructive feedback.
• Sound ability to manage conflict.
• Must be able to multi-task with many competing day-to-day activities with competing priorities.
• Flexibility to adapt to a varied work schedule.
• Must be able to maintain a high level of confidentiality.
• Ability to work well with others in fast paced, dynamic environment.
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.

Supervisory Responsibility

No

Travel Requirements

0-10%

Working Conditions

Typically sits for extended periods at a computer workstation. May access and work in the manufacturing plant. Required to travel. May be required to work weekends to meet department and business demands. Knows that safety shoes are recommended in the plant area.

Special Requirements

• Employment is contingent upon successfully passing an employee reference check, criminal background check, and drug screening.
• Solina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status or a person’s relationship or association with a protected veteran, including spouses and other family members, and will not be discriminated against on the basis of disability.