Customer Service Representative-Onsite

About the role

The Customer Service Representative plays a crucial role in ensuring customer satisfaction and efficiency in order processing and tracking.

Responsibilities

• Respond to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring order status.
• Resolve complaints and handle billing adjustments.
• Consult with various internal departments to ensure order completeness, on-time delivery, and accurate invoicing.
• Communicate significant information regarding customer accounts/orders to appropriate internal departments, including informing Sales Representatives of pertinent account activity.
• Coordinate customer requests for product specifications, availability, shipping, quotations, and estimates, samples.
• Serve as a link between the customer and the design, sales, and production teams to meet customer requirements, including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.
• Maintain organized customer files.
• Investigate and resolve customer complaints, including billing issues, and escalate to managers or appropriate internal departments when necessary.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just-in-time schedules; this includes taking physical inventory at month-end.

Requirements

• Educational requirement: High school diploma or equivalent required. Two (2) years' previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining/building strong positive customer business relationships.
• Technical skills: Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
• Preferred qualifications: Associates degree or college business coursework, previous experience using automated order entry systems, previous experience in the manufacturing sector, containerboard and corrugated packaging industry, knowledge of the industry, and experience working in a team environment.

Skills & Abilities

• Strong attention to meeting and exceeding customer expectations.
• Ability to network and build relationships with individuals of various experience and corporate positions.
• Strong active listening and evaluating skills.
• Strong analytical skills with the ability to handle detail-oriented tasks and review multiple documents and reports.
• Able to work in a fast-paced, deadline-oriented environment and handle multiple requests simultaneously.
• Above-average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.
• Strong organizational skills with the ability to handle numerous details, deadlines, and requests.
• Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.
• Able to work flexible hours or overtime as needed.

Pay

Starting salary range for the position: $46,000 - $69,000. Annual bonus based upon individual contribution and overall company performance. Paid vacation: 3 weeks per calendar year. Paid holidays. Upon hire, an employee is automatically enrolled in the 401k plan with both pre-tax and Roth contribution options and employer-provided matching contributions.