Customer Service Representative

About the role

Originally founded in Silicon Valley in 1952, we've been a private, family-owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging.

Responsibilities

• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Timely feedback to the company regarding service failures or customer concerns
• Process customer orders/changes/returns according to established department policies and procedures
• Work closely with Planner for scheduling of orders
• Work closely with the credit department to resolve disputed credit items
• Partner with the sales team to meet and exceed customer's service expectations
• Email Communication Support: Manage and maintain all emails that come into the Customer Service group email, including responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative, then taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request or placing an order
• Order Support: Enter new orders, release blanket orders and manage reschedules, Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer, Manage Back orders and past dues daily, Manage 2-week out drawer, Confirm next day scheduled orders, daily
• Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order
• Handle Phone Calls: Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension, Provide customers with status updates and ETA’s, Maintain Voicemail box and keep current respond to customer’s messages

Requirements

• High School Graduate or GED
• 1-2 years’ experience as a Customer Service Representative
• Customer/Client focused
• Problem solver and analysis
• Experienced with time management
• High level of motivation and strong work ethic

Qualifications

• Program Management experience
• Sage X3 experience or other ERP systems
• Excellent communication
• Effective interpersonal skills

Skills

• Customer Service
• Time Management
• Communication
• Problem Solving

Benefits

• Medical
• Dental
• Vision
• 401k
• Life Insurance
• Paid Time Off
• Paid Sick Leave
• Holiday Pay

Pay

TBD

Schedule

TBD