Reporting Relationship:

The Customer Service Representative (CSR) will report directly to the Customer Service Manager. The CSR works closely with Sales, Production, Shipping, Operations and Finance, external vendors and other Delmarva Corrugated and Packaging personnel, to ensure that Customer and Production needs and requirements are achieved.

Position Details:

The CSR position is an extension of the Sales team and has responsibility for supporting an assigned customer account base. The CSR will assist sales by maintaining accounts while developing strong customer relationships to support and promote current and future business opportunities. The CSR will lead various projects and see them through to completion in a timely fashion.

Responsibilities:

• Demonstrate a commitment to safety and perform job duties in accordance with company safety policies and procedures.
• Conduct themselves and all activities with the highest level of professionalism remembering that our Customer’s needs and subsequent satisfaction is the goal.
• Liaise between the Customer and the company by assisting Customers, production, design, shipping, and manager daily by various means.
• Develop strong, internal working relationships to support and promote efficient, timely, and accurate responses to Customer expectations.
• Process orders and new items received from Customers and Sales using various technology applications.
• Enter information into the estimating system or request product quotes, as applicable, to provide costing to management for analysis and pricing.
• Provide formal quotes to Sales and Customers.
• Track orders, initiate changes, and expedite per Customer or Sales requests. Communicate the same to Sales, Management, and Customer.
• Coordinate the necessary delivery schedules with Scheduling and the Shipping Department. Communicate the same to Sales, Management, and Customer.
• Manage and track Customer’s warehouse product to ensure availability and min/max levels while managing overruns and underruns. Analyze monthly usages and re-stocking per Customer.
• Initiate outside manufacturing orders, as appropriate, communicating all necessary details and handling required follow-up.
• Address Customer complaints and questions seeking aid from Sales and Management, as necessary.
• Follow established processes and procedures to ensure the accuracy of work.
• Maintain Customer files.
• Generate various reports and distribute them accordingly.
• Maintain proper checks and balances for optimum cost benefits relative to margin and Customer pricing.
• Understand cost information and identify opportunities for cost containment and margin improvement.
• Ensure accurate product pricing for invoicing.
• Coordinate accounting credits.
• Foster a lean culture to drive continuous improvement, cost control, and waste reduction in all facets of our operation.

Qualifications:

• Minimum of 2 years of customer relations experience.
• Demonstrate an aptitude for customer service, computer, and administrative skills.
• Communicate clearly and effectively in both verbal and written formats in English.
• Knowledgeable of the manufacturing process and a 2-year degree is preferred.
• Knowledgeable of the corrugated manufacturing process and a 4-year degree is desired.

Education, Training, Certifications

High school diploma or equivalent required. Some college and/or Sales or Customer Service experience preferred. Four-year degree desired.

Business Travel and Other Requirements

Occasional visits to Customers and/or other external plants/facilities as required. Ability to work additional hours on an occasional basis (which may include Saturdays) as business needs necessitate. All other duties as assigned