DS Smith Plc is a leading provider of printed corrugated packaging and are present in 37 countries, employing around 27,000 people. We are seeking Customer Service Representative for our Winchester, VA location to report to the Customer Service Manager.

Role Overview:

Customer Service is the act of taking care of the customers’ needs by providing and delivering professional, helpful, quality service and assistance before, during and after the customers’ requirements are met. Primarily responsible for providing effective customer service by processing orders received by mail, telephone, fax, E-mail or personally from customers utilizing excellent, in-depth knowledge of company products and services.

Areas of Responsibility:

Follow and comply with established CSR SOP’s and maintain customer files. Enter and maintain product designs - prepare, compile, combine, and sort documents for data entry and check for completion and accuracy and gather any other necessary information before creation. Enter and confirm incoming customer manual orders Respond to internal and external customer enquiries and or complaints via email, phone, and face-to-face Provide customers with quotes and product knowledge Receive, quote, enter, acknowledge, update, manage orders/accounts New Order process - ensure all files and necessary information is received to process order Track order progress - ensure all supplies, services and tools are ordered to meet due date Update customers with order status as required Maintain stocklines, warehoused inventory, and topup min/max quantities (in conjunction with Supply Chain Manager) Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Support other departments as required Send list of unscheduled orders to customers Send reports to Management as requested Perform general administration tasks or additional duties as assigned

 

 

Education & Certifications

High school diploma, GED 5 Years of previous experience in a customer service position Previous corrugated materials/packaging experience preferred

 

Qualification & Experience

Excellent communication skills and phone skills Good grammar, approachable tone of voice and dictation Self-motivated and thrives in a fast-paced environment. Detailed orientated and organized. Computer and keyboarding skills using MS office software. Experience using database management systems (i.e. SAP, KIWI, etc.) Read and interpret written information. Accurately calculate figures and amounts Ability to interpret technical instructions in diagram form. Previous experience in the industry or manufacturing environment is a plus.

LANGUAGE SKILLS Able to communicate using written and oral skills: read and interpret technical and customer supplied data, sales data, production plans and other information and documents.

 MATHEMATICAL SKILLS Able to add and subtract basic fractions, ability to use calculator for addition, subtraction, multiplying and dividing. Ability to read and use a ruler.

REASONING ABILITY Able to isolate and solve basic customer request. Ability to learn and apply new information and skills, work under deadlines with frequent interruptions and interact with customers, sales, production and managers.

PHYSICAL DEMANDS While performing the duties of this job, employees are regularly required to sit at desk level, walk and stand: talk or hear, both in person and by telephone. Use hands repetitively to operate standard office equipment including computers and other office equipment. Reach with hands and arms and occasional lifting of office documents and /or production plans/proofs and or file boxes that may weigh up to 25#. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

WORK EVNIRONMENT Employees work under typical office conditions, and the noise level is usually quiet. Employee must wear all required PPE, including but not limited to: protective glasses, hearing protection, safety vest and steel toed safety shoes when required in the manufacturing area.