Customer Service Representative

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Customer Service Representative

Office

Assistant Plant Manager – Financial Operations

Non-Exempt

January 2020

The Customer Service Representative is responsible for maintaining Western Container Corporation’s mission of providing exceptional customer service from the point of order entry through the shipping process. This position is a customer facing part of the sales and manufacturing team and will have responsibility for order processing and general customer service support for all sales distribution channels. This position will take orders from customers and input those orders into appropriate software.

The Customer Service Representative is also responsible for new customer entries and current customer file modifications. This individual is a part of a team environment focused on safely creating products and services that meet and exceed our customers’ expectations in an efficient manner. This position collaborates with management and manufacturing personnel ensuring an excellent customer experience.

• Maintain customer pricing using computers and appropriate software.
• Confer with customers by telephone, email, or in person to provide accurate information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Record accurate details of inquiries to ensure the customer needs are being met 100%.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep accurate and timely records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, working with accounting to refunding money, or adjusting bills as needed. Follow-up with customer within 48 hours to ensure satisfaction with resolve of the complaint.
• Collaborate with Plant Manager, Assistant Plant Manager, and President in coordinating customer orders and bringing disputes to resolution. Take ownership and bring forward solutions to ensure the best possible outcome for the customer, while ensuring the integrity and reputation of the company.
• Complete contract documentation, prepare change of address records, or issue service discontinuance orders using computers and designated software with 98% accuracy.
• Refer unresolved customer grievances to Plant Manager for further investigation. Continuously communicate updates with the customer throughout the investigation.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems and to ensure the integrity of the company’s promises to its stakeholders.
• Examine shipment contents and compare with records, such as manifests, invoices, or orders, to verify accuracy.
• Record shipment data (such as weight, charges, space availability, damages, or discrepancies) for reporting, accounting, or recordkeeping purposes with 98% accuracy.
• Prepare documents, such as work orders, or shipping orders, to route materials appropriately.
• Confer or correspond with establishment representatives to rectify problems, such as damages, shortages, or nonconformance to specifications. Continuously communicate updates with the customer during the course of resolve to establish a positive on-going relationship.
• Required to be a team player and collaborate with various departments to meet customer satisfaction.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED) required.
• Associates Degree in Business Management or Sales preferred.
• One to three months related experience…