What are the responsibilities and job description for the Customer Engagement Specialist position at Mauser Packaging Solutions?
The Sales Support Coordinator role at Mauser Packaging Solutions is ideal for an individual with excellent customer service skills and experience in manufacturing. You will serve as the first point of contact for our customers, handling orders from initial entry through shipment and ensuring timely communication and resolution of any issues that may arise.
Key Responsibilities:
- Build and maintain strong relationships with customers through effective communication and issue resolution.
- Enter and/or maintain customer orders, ensuring accuracy and adherence to deadlines.
- Review plant delivery schedules against customer requested dates and address any discrepancies in a timely manner.
- Communicate order confirmations, changes, and cancellations to both customers and internal stakeholders.
- Collaborate with sales and operations teams to resolve any service issues and recommend corrective actions when necessary.
- Verify the accuracy of orders after shipment, including billing and quantity items.
- Manage the issuance of credits, return authorizations, and pallet returns.
- Analyze inventory usage on stocked items, identifying areas for improvement and communicating findings to relevant stakeholders.
- Ensure customer complaints are resolved in a satisfactory manner, seeking guidance from supervisors when needed.
- Maintain open lines of communication with planners, sales representatives, pricing teams, and plant management as required.
- Prepare and distribute reports to plant management and customers, including inventory and open order reports, and track shipments associated with invoices.
- Process plant claims, addressing shortages, quality issues, and miscellaneous deductions.
- File customer paperwork, such as shipping documentation and customer orders, in a timely fashion.
Requirements:
- 1 years of customer service experience required.
- Associate or bachelor's degree preferred but not mandatory.
- Manufacturing experience highly valued.
- Basic to advanced computer skills, including Excel proficiency.
- CRM experience advantageous.
- Ability to perform basic quantitative skills.
- Effective verbal and written communication skills.
- Strong customer service advocacy and problem-solving abilities.
