Customer Service Representative

The purpose of the Customer Service Representative is to manage the interaction between Account Executives, Customers & Production from ordering to delivery. Focused on communicating appropriately and providing our customers with quality on-time service. This position works cooperatively with a wide variety of people throughout the organization to provide exceptional service to our customers.

Areas of Responsibility:

Responsible for specific accounts Receives orders from customers via EDI, email, phone, or fax Review/approve incoming orders Places in schedule and monitors activity from beginning to end Provide response to customers within 2 hours of notification of receipt and/or solution Create, review and provide sales order confirmations to customers/sales as required Create booking information at the time of order entry, monitor and advise if any changes to the schedule Works with customers on any and all sample requests Provide and hold weekly updates with customers Provides help to a new customer set up with sales Manage customer complaints/quality issues Pricing management within guidelines as set forth by management If there are delays, in manufacturing, transportation, or getting bookings the customer is notified the order will be late. Capture and provide customer OTIF Helps investigate all customer payment issues and works with other departments to process Source existing inventory to incoming orders where applicable to reduce machine time Creative problem solving and ability to manage many issues at Review check credit vs limits on the order entry

Education & Certifications

· BS in Business and or Supply Chain functions

· 3 - 5 years of related experience in a customer service

Qualification & Experience

· Solid organization skills with the ability to meet multiple deadlines

· Strong skills in Excel, Outlook, and Microsoft Access

· Seeks opportunity for continuous improvement & resilient

· Ability to multi-task in a fast pace environment & work well under pressure

· Independent worker, self-directed and adaptable to change

Behaviors

· Effectively and accurately use communications. Must possess good verbal and written/grammatical skills, in addition to mathematical skills

· Previous experience with ERP systems is preferred

· Strong phone contact handling skills and active listening skills required

· Must possess a cooperative attitude and a dedication to the mission of the company, as well as, work effectively within a team

· Customer orientation and ability to adapt/respond to different types of characters

· Ability to multi-task, prioritize, and manage time effectively