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.

Compensation

Compensation: $24.00 per hour

Benefits

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

Essential Functions

• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Provide 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
• Respond to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
• 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

Email Communication Support

• Handle phone calls in a courteous and professional manner
• 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