CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative is responsible for providing superior service to customers.  This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, delivery dates, receiving new orders, and monitoring status of current orders.  Additionally, the Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.

PRINCIPLE ACCOUNTABILITIES:

• Receive, process, and track assigned orders through to scheduling.  Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing

• Serve as link between customers, sales, design, scheduling, production, and shipping teams to meet customer requirements including order entry, coordinating production and delivery dates, addressing order changes, and resolving complaints.
• Coordinate customer requests for product specifications, availability, quotations, samples.
• Follow established procedures for building and maintaining accurate specifications, cost estimating, and quotes.
• Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.
• Manage on-hand inventory levels and reconcile to customer orders, forecasts, and just-in-time schedules.
• Engage with customers, answer questions, communicate their needs, investigate and process complaints and escalate to manager or appropriate internal departments when needed.
• Maintain organized customer and price files.
• Assist other customer service reps as needed.
• Perform other duties and responsibilities as assigned.

BASIC REQUIREMENTS:

• High school graduate or equivalent.
• 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.
• Excellent communication skills; oral and written.
• Strong attention to detail with excellent organizational and prioritization skills.
• Ability to adapt to changing priorities in a fast-paced environment.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.

PREFERRED REQUIREMENTS:

• Associate degree or college business coursework.
• Previous experience using automated order entry system.
• Previous experience in a customer service role in the manufacturing sector, containerboard and corrugated packaging industry.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong active listening, evaluating, and problem-solving 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.
• Excellent written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers.
• Strong organizational skills with ability to manage 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.