Sr. Customer Service Representative

Responsibilities

The Senior Customer Service Representative is responsible for providing superior service to customers. This includes:

• Responding to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates.
• Receiving new orders.
• Maintaining and building strong positive customer business relationships.
• Communicating significant information regarding customer accounts/orders to appropriate internal departments.
• Coordinating customer requests for product specifications, availability, shipping, quotations and estimates, samples.
• Serving 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.
• Maintaining organized customer files.
• Investigating and resolving customer complaints including billing issues and escalating to Manager or appropriate internal departments when needed.
• Managing on-hand inventory levels and reconciling to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end.
• May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.

Requirements

• Education equivalent to high school diploma required.
• Five (5) 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.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.
• Associates degree or college accounting coursework preferred.
• Two (2) years’ previous work experience in the manufacturing sector, containerboard and corrugated packaging industry preferred.
• Previous experience using an automated order entry system preferred.
• Strong attention to meeting and exceeding customer expectations.
• The 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, prioritize assignments, and handle multiple tasks.
• 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.

Qualifications

• None specified

Skills

• Strong attention to meeting and exceeding customer expectations.
• The 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, prioritize assignments, and handle multiple tasks.
• 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.

Benefits

• Paid Vacation: Three (3) weeks per calendar year.
• Pro-rata Vacation during the initial year of hire based upon start date within the calendar year.
• Paid Holidays.
• Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages.
• Upon hire, an employee is automatically enrolled in the 401k plan.
• The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions.

Pay

Starting salary range for position: $55,000 - $68,000

Schedule

N/A