Customer Service Representative

Job Description Your Role

Customer Service Representative (Level I)

Benefits:
Medical, Dental, Vision, 401k, Life Insurance, Paid Time Off, Paid Sick Leave, and Holiday Pay

Using your in-depth knowledge of Trans Pak company products and programs that you’ll gain over time through a supportive manager and team; you’ll provide effective customer service for all internal and external customers. As someone who is naturally friendly and professional, you’ll prioritize well, work independently and communicate often with team members within the Customer Service Department and other Trans Pak teams.

• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Provide timely feedback to the company regarding service failures or customer concerns
• Process customer orders/changes/returns according to established department policies and procedures
• Work closely with Planner for scheduling of orders
• Work closely with the credit department to resolve disputed credit items
• Partners with the sales team to meet and exceed customer’s service expectations

• Manage and maintain all emails that come into the Customer Service group email, including:
  • Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
  • Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request or placing an order

• Enter new orders, release blanket orders and manage reschedules
• Receive purchase order, enter order into the system, e-mail order to Sales Representative 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 2-week out drawer
• Confirm next day scheduled orders, daily
• Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order
• Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension
• Provide customers with status updates and ETA’s
• Maintain Voicemail box and keep current respond to customer’s messages

• High School Graduate or GED
• 1-2 years’ experience as a Customer Service Representative
• Customer/Client focused
• Problem solver and analysis
• Experienced with time management
• High level of motivation and strong work ethic

• Sage X3 experience or other ERP systems
• Effective interpersonal skills