Customer Service - Customer Service Representative

At Seaway Plastics Engineering, we've spent over 40 years focusing on providing our customers with exceptional service. We're looking for a professional Customer Service Representative with B2B customer service experience to join our team. In this role, you will work directly with our customers (Buyers, Supply Chain Teams, Project Leaders) to ensure their orders are quoted and entered into our system accurately, while collaborating with several internal departments to provide customers with the necessary timelines for manufacturing and delivery details. 

KEY ACCOUNTABILITIES: 

• Customer Support
• Pricing
• Order Management/entry
• IQMS
• Premium orders

KEY RESPONSIBILITIES:

• Enters and confirms all customer orders for assigned customer portfolio into appropriate systems.
• Acts as single point of contact for assigned customer portfolio.
• Ensures all day-to-day customer related activities are dealt with in a courteous, accurate, timely manner, adhering to business standards.
• Manages and oversees all order processes providing timely and accurate information to internal and external customers.
• Facilitate effective communication with cross functional departments and customers to improve overall customer experience.
• Maintains and increases customer loyalty by building relationships.
• Accountable for driving operational excellence and improving customer centric partnerships through the execution of world-class service delivery.
• Uses their judgment and knowledge of strategic plans for each customer to respond to requests for orders, technical support, and other services.
• Informs customer of unit prices, shipping date, anticipated delays, and any additional information relevant information.
• Manages customer expectations by clearly communicating our commitments to the customer (i.e. revised delivery dates or problem resolution) and by promptly updating the customer with changes in status.
• Recommends process changes to increase efficiency of operations and service to customers.
• Comprehends and can follow well defined and documented systems, related instructions, and operational procedures.
• Manages order quantities and accounting for current stock levels.
• Independently and effectively prioritizes daily tasks and follows up on all issue resolutions to exceed internal/external customer expectations.
• Investigates and resolves routine requests and customer complaints.
• Demonstrates ability to work with limited supervision and exercises discretion and independent judgment involving comparing and evaluating possible courses of action.
• Interacts with internal and external areas to resolve issues accordingly and respond to requests in a clear and concise manner in an appropriate time frame.
• Participates on project teams when required. Develops, communicates, and implements plans to successfully achieve project deliverables.
• Maintains 100% of standards, metrics, and performance measurements, while delivering world-class customer service.

LMA RESPONSIBILITIES: No

QUALITIES FOR SUCCESS:

• Demonstrates Seaway Plastics Core Values
  • We are customer focused
  • We execute
  • We win together
  • We are respectful
• A minimum of 1 years of experience preferably in a manufacturing environment
• Ability to multi-task and perform effectively under pressure
• Ability to effectively prioritize and escalate customer issues as required
• Excellent communication and presentation skills to effectively respond to customer’s requests or explain solutions to complaints/issues
• Detailed, organized, and results oriented
• Ability to learn and assimilate information quickly
• Strong PC proficiency with a solid working knowledge of windows environment
• Strong initiative and good decision-making ability
• Able to challenge the status quo and make recommendations for process efficiencies
• Strong team player who shows commitment to departmental goals
• Proficient with Microsoft Office (excel, word, PowerPoint); experience working with V-lookups and Pivot tables preferred

Base Compensation: $18.00/hr-$22.00/hr

Status: Hourly non-exempt

Paid Leave: 64hrs of PTO + 40hrs Sick

Benefits Offered: Medical, Dental, Vision, Basic Life, Voluntary Life, STD, LTD, Pet Insurance, Accident/Hospital/Critical Illness, Identify Theft, Legal Services, 401k with up to 4% company match, Gym Membership Reimbursement, Tobacco Cessation Reimbursement