Customer Service Representative

Key Responsibilities

• Escalating queries and concerns to the Customer Service Manager.
• Enter all orders following the six checkpoints to avoid PO issues and send acknowledgement to customer within 24 hours.
• Create and maintain correct customer information in Customer Master field in Amtech.
• Maintain customer item specs.
• Ensure that customers are satisfied with products or services.
• Enter customer complaints and short pays in Amtech.
• Cook up customer pickups of defective products with shipping.
• Supports and delivers The Ultimate Corrugated Experience to all customers internal and external.
• Effectively build and maintain relationships with customers and Territory Managers.
• Main internal point of contact for Sales.
• Proactively inform customer of late/partial shipments to determine resolution.
• Manage & maintain customer inventory levels.
• Generate and maintain quotes that are distributed by Sales Rep to the customer.
• Qualify order due dates for short lead time orders and monitor machine hours and plant loading for booking purposes.

Requirements/Qualifications

• Educational requirement: High School Diploma or Equivalent.
• Experience: Functioning user of Amtech operating system, ability to use email communication, ability to learn and navigate customer web portals, align with Welch Core Values.
• Knowledge, Skills, Abilities: Strong written and oral communication, organization and attention to detail, analytical and problem-solving skills, time management, systems analysis, mathematical and deductive reasoning, critical thinking.

Physical Demands/Work Environment

• Physical Requirements: Sit and stand as needed. May require walking on a level surface for periods throughout the day. Reaching above shoulders, below waist and lifting as required to file documents or store materials. Lifting to 25 lbs.
• Work Environment: Typical office setting. May require entering a manufacturing environment that requires proper PPE including safety shoes, safety glasses and hearing protection. Manufacturing environment may be loud, hot/cold depending on season.