Customer Exp Professional - ROTO

Description

Position Summary:

Customer Experience Professionals handle customers questions and concerns using discretion and independent judgment regarding projects or other related issues. Additionally, they maintain customer electronic and physical files.

Requirements

Essential Position Requirements (include but are not limited to):

• SAFETY FIRST – Every employee of Cellofoam North America Inc. must demonstrate a strong commitment to following all safety standards, procedures, and practices to ensure a safe working environment for themselves and others.
• Address and respond to any customer questions or concerns regarding project status or other related issues. Maintain customer files both physically and electronically.
• Answers telephones promptly and courteously and receive and process authorized orders/changes/returns directly from the customer according to established company policies and procedures.
• Provide standard information regarding service options, charges, billing, and contract parameters.
• Work closely with production staff and external vendors to communicate customer information concerning guidelines and production schedules.
• Work with Sales team to process new part number and quote requests, complete forecasts and identify prospects, submitting quote letters to customers and communicating customer issues.
• Using discretion and judgment, receive and respond professionally and courteously to all customer inquiries regarding service level changes, order status, customer disputes, billing questions, cancelations, product knowledge requests, and prospect requests.
• Enter and prepare all paperwork for shipping department and Plant/Site Manager and general daily invoices for customers.
• Coordinate with production to ensure scheduling is maximized and all deliveries are on time.
• Manage and maintain assigned customer inventories including reviewing stocks and placing orders and shipments.
• Perform regular touch calls to customers to obtain information, develop customer trust, and generate possible new orders.
• Maintaining customer profiles, assigned files and computer records including pricing information, phone lists, purchase order requisitions and receipts, quote log for Technical Centers.
• Ensure customer concerns are understood and clearly explain resolution to the customer.
• Works closely and effectively with the credit department to resolve disputed credit items and investigate
• Maintain a positive work atmosphere with a culture of respect for others.
• Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws.
• Adhere to Cellofoam North America Inc company focus areas – Safety, Financial, Customer and People.
• Perform other incidental and related duties as requires and assigned.
• Work in conjunction with other departments to resolve issues.
• Maintain a positive work atmosphere with a culture of respect for others.
• Uses appropriate judgment in upward communication regarding plant or employee concerns.
• Maintain a working knowledge and is in full compliance with corporate standards for business conduct and Federal anti-trust laws.
• Adhere to Cellofoam North America Inc. company focus areas: Safety, Financial, Customer, and People.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
  
  

Qualifications

Education Requirements

• Associates Degree in business or 2 years of experience in a business-to-business manufacturing environment.
  
  

Knowledge And Skill Requirements

CORE COMPETENCIES

• Initiative: Identifies problems and acts in light of this identification to address current or future problems. Proactively does things and does not simply think about future actions.
• Work Habits: Efficiently organizes and executes assignments. Demonstrates self-discipline and reliability.
• Flexibility / Adaptability: Adapts and works effectively in a variety of situations and with various individuals or groups. Seeks and appreciates opposing perspectives on issues. Adapts approach as the requirements of the situation change. Changes or easily accepts change in organization or job requirements.
• Works Safely: Strives for an accident-free workplace. Keeps safety at the “heart” of everything done. Treats safety as a personal responsibility and sees oneself as being responsible for the safety of others.
• Teamwork: Contributes meaningfully to work group efforts by offering new ideas for improvement. Demonstrates a cooperative manner in dealing with supervisors and other team members. Does his/her part toward group efforts.
• Mutual Respect and Support: Works cooperatively with others. Welcomes and takes advantage of opposing ideas and opinions. Is always respectful to others.
• Ethics, Values, and Integrity: Possesses Core Values & Beliefs, is trusted and is perceived as truthful and honest.
  
  

KNOWLEDGE

• Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Computers and Electronics: Knowledge of computer hardware and software, including applications.
  
  

Skills

• Writing: Communicating effectively in writing as appropriate for the needs of the audience.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Mathematics: Using mathematics to solve problems.
• Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
• Speaking: Talking to others to convey information effectively.
• Time Management: Managing one's own time and the time of others.
• Service Orientation: Actively looking for ways to help people.
• Coordination: Adjusting actions in relation to others' actions.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  
  

Abilities

• Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Near Vision: The ability to see details at close range (within a few feet of the observer).
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Written Comprehension: The ability to read and understand information and ideas presented in writing.
• Written Expression: The ability to communicate information and ideas in writing so others will understand.
• Speech Clarity: The ability to speak clearly so others can understand you.
• Speech Recognition: The ability to identify and understand the speech of another person.
• Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Category Flexibility: The ability to generate or use different sets of rules for combining or grouping things in different ways.
• Deductive Reasoning: The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  
  

Position Requirements And Qualifications

• Minimum of two years of job-related experience.
  
  

Software Skills Required

• MS Excel
• Advanced level computer proficiency in Microsoft Excel is required. Specifically, knowledge and demonstrated experience in working with large quantities of data using multifaceted functions such as PivotTables, complex formulas, data linking and protection, configuration, tables, and charts, etc.
• Great Plains
• Internet
• MS Word
• MS Outlook
  
  

Other Information

• Flexibility in working hours to include nights, weekends and holidays as required.
  
  

This Position Description is intended as a summary of the job responsibilities for this specific position. Cellofoam North America Inc. (the Company) reserves the right to add, remove, and/or alter job responsibilities in whole or in part with or without notice. This Position Description is not a contract. Every employee’s employment with the Company is voluntary and is subject to termination by the employee or the Company at will, with or without cause, and, with or without notice, at any time. Nothing in this Position Description or Company policies shall be interpreted to be in conflict or to eliminate or modify in any way the employment-at-will status of the Company’s employees.