Service Support

Service Support

About the Organization

At Chase Plastics, we're committed to providing real solutions that aren't delayed by red tape or inaction. A partnership based on a genuine understanding of your business and your goals is essential to our mission.

We strive to provide you with:

Real solutions that meet your needs

A partnership that understands your business

The tools and resources to help you succeed and thrive

EOE Statement: We are an equal employment opportunity employer.

Description

To interact with customers and sales force concerning orders and shipments in accordance with the Company's objectives.

Responsibilities

Essential Duties and Responsibilities:

• Predictable and dependable attendance is required.
• Provide backup to customer service team and administrative position.
• Support Operations Team with monthly metric reporting and importing information into ISO Logs and spreadsheets.
• On-Time Shipments Report (OTS) - Monthly
• Accuracy Reporting - Monthly
• Customer Generated Report Cards - As Needed
• Expedite Log - Monthly
• Assist in completing the CON/Transfer process, as well as, repacks and, repacks/relabels within P21 System for public warehouse shipments.
• Complete Thank You Survey calls to new customers and work with them to complete the survey.
• Miscellaneous projects assigned by the Customer Service Managers and Operations Manager.
• Become familiar with all processes and daily tasks of a Service Specialist in order to provide assistance within the team, as well as, PTO Coverage.
• Adhere to the 2-hour call back policy.
• Responsible for maintaining Quality Customer Service.
• Responsible for continuous team improvement as it applies to meeting the needs of our customers.
• Document all complaints regarding personnel or product and forward to the Customer Service Manager.
• Provide account support for the Customer Service Manager in his/her absence.
• Serve as a customer advocate within the company to ensure total customer satisfaction
• Follow detailed work instructions
• Actively participate in Lean meetings and Lean Blog postings

Position Requirements

QUALIFICATIONS

To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently to meet the needs of the business. The following requirements are representative of minimum levels of the knowledge, training, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/TRAINING/SKILL and/or ABILITY

• At least two (2) years of customer service experience is required. Experience in an industry related customer service department is preferred.
• Individual must always practice a high level of integrity in their daily work routine and maintain a professional and positive demeanor at all times.
• Proficient in the use of all Microsoft Office software: Word, Excel, Outlook, PowerPoint, Publisher.
• Excellent organizational skills and the ability to manage multiple projects and prioritize daily tasks.
• The ability to assume responsibility for projects, exercise initiative and judgment, then implement actions without direct supervision.
• The ability to read and interpret, and apply common sense understanding to carry out instructions furnished in writing, oral or diagram form using documents such as procedure manuals, work instructions, and software manuals.
• Effective oral and written communication skills and the ability to communicate to a variety of different audiences.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

PHYSICAL REQUIREMENTS

Individuals may need to sit or stand as needed. May require walking periodically throughout the day; or reaching above shoulder heights, below the waist or lifting up to 25 pounds as required to file documents or store materials and/or office supplies throughout the work day. Proper lifting techniques required. Finger and wrist dexterity with repetitive motion also required. For the most part, working conditions will be in ambient room temperatures, and lighting and traditional office equipment provided as found in a typical office environment.