Customer Service Representative

Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Service Department.

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Communication support via Email, order, phone calls:
  • Emails:
    Manage and maintain all emails that come into the Customer Service group email. This includes:
    • Responding to emails within 15 minutes, acknowledging.
    • Taking appropriate action on the email. May include either a forward to the appropriate contact, status requests, placing an order or assisting the customer in anyway.
    • Ensuring all emails are addressed, even if it does not pertain to your assigned Sales rep.
  • Orders:
    • Enter new orders, release blanket orders and Manage Reschedules
    • Receive Purchase Order, Enter order, send to Rep 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 3 day out drawer daily
    • Confirm next day scheduled orders, daily
    • Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order
  • Phone Calls:
    • Answer all incoming calls in a courteous and professional manner. This includes the Customer Service department main line or your direct extension and follow through with the appropriate action.
    • Provide customers with status updates and ETA’s.
    • Maintain Voicemail box and keep current-respond to customer’s messages.
• Marginal Functions
  :
  • Ability to prioritize, work independently and maintain a professional/friendly demeanor is essential.
  • Other projects as assigned.
  • Escalate situations when needed.

• High School graduate or GED.
• One year experience as a Customer Service Representative.
• Previous program Management experience, preferred.
• Previous Sage X3 experience, preferred.
• Excellent communication and problem-solving skills.
• A high level of motivation with a strong work ethic.
• Effective interpersonal skills and a positive outlook.
• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.
• Communication Proficiency.
• Teamwork Orientation.
• Technical Capacity.

• Entry level

• Full-time

• Other

• Packaging and Containers Manufacturing