Customer Service Representative

Customer Service Representative Description

This individual is responsible for taking and processing customer orders and addressing all customer inquiries and complaints.

Duties and Responsibilities (essential functions)

• Provide order and product quotes on standard products; quotes non-standard products with the approval of the Customer Service and/or Sales Manager
• Take customer orders either directly from customers or outside sales representatives
• Work with Sales Representatives, the Customer Service Manager, and Design in developing new items and processing new item orders
• Place orders on a timely basis for purchases of materials and supplies to be used in production
• Enter correct information in terms of special instructions, customer information, and other informational changes
• Ensure that specifications, quantities, and quality requirements are met on all orders
• Fax and/or email order confirmations
• Communicate order status to customers as well as with Scheduling, Production, and Shipping
• Handle customer complaints and questions and follow-up with appropriate internal personnel as required
• Cross-train and cross-sell in other areas of the company.
• Update and maintain both manual and computer based customer file systems on a timely basis
• Create custom order forms using Microsoft Excel, or Word programs
• Enter all customer orders before the “end of the day”
• Make decisions based on normal operating procedures that are well established for the task; must rely on sound judgment to make decisions when there are no explicit procedures
• Must always react with and present a professional demeanor and attitude
• Develop strong relationships with our customers and provide them with needed specifications and an understanding of our product lines
• Must maintain a high degree of product knowledge, services, and processes
• Report safety and quality issues to supervisor
• Ensure good housekeeping within the customer service area
• Maintain positive and productive communications with all relationships
• Must follow all company policies and procedures
• Must be trained on Box-Board Products, Inc. Employee Practices for AIB Compliance (a.k.a. Good Manufacturing Practices or G.M.P.’s); must follow all Good Manufacturing Practices (G.M.P.’s)
• Additional duties as assigned by supervisor

Raw or Finished Materials

• Corrugated board; packaging materials of all types

Tools and Machines Used

• Computer; calculator; tape measure; manuals; training materials; marketing materials; office equipment; variety of software packages

Hazards

• Wet and/or humid conditions; fumes or airborne particles; dust; minimal vibration and noise

Customer Service Representative Qualifications

• High school diploma or equivalent is preferred
• At least two (2) years experience in customer service is required; candidates with experience in a corrugated or packaging manufacturer are preferred
• Must be at least 18 years of age
• Excellent interpersonal and communication skills are required
• Professionalism and exceptional phone etiquette are essential
• Ability to train other representatives on the ordering process
• Must be computer literate and familiar with office machines
• Must be able to understand and read measurements using a tape measure
• Must have the ability to write reports and other business correspondence
• Must be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
• Must be able to read, write, speak, and understand English

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, wet and/or humid conditions, fumes or airborne particles; and/or vibration. The noise level in the work environment is usually low.

Performance Measurements

Safety

• Consistently follows safe practices and encourages others to work safely

Quality

• Meets quality requirements for all job output

Service

• Productivity, knowledge of the job

Cost

• Amount of supervision required, ability to follow directions, dependability
• Attendance

Communication and Teamwork

• Demonstrated ability to cooperate with others and work as an effective team member