What are the responsibilities and job description for the Customer Service Representative position at PHOENIX PAPER WICKLIFFE LLC?
Job Details
Description
Phoenix Paper Wickliffe LLC is searching for qualified candidates to assume the role of Customer Service Representative.
Summary: The right candidate will be one who excels at building relationships and thrives in a team-oriented environment. This role serves as a key liaison between our valued customers and internal teams including Sales, Production Planning, Logistics, and Quality. The Customer Service Representative will ensure exceptional service by processing customer orders, resolving issues, and communicating proactively, fostering trusted, long-term relationships and delivering on our customer-first commitment. This is a salaried, exempt position and, therefore, is considered exempt from overtime.
Key responsibilities of the Customer Service Representative position include, but are not limited to, the following:
- Serve as the voice of the customer within Phoenix Paper by providing responsive, knowledgeable, and personalized service.
- Build and maintain strong, positive relationships with customers and internal teams to support seamless order fulfillment.
- Record, organize, and process customer orders and inquiries via phone, email, and direct contact. Collaborate closely with Sales, Logistics, and Production to ensure order accuracy, efficient scheduling, and on-time delivery.
- Provide accurate and timely information related to pricing, availability, production schedules, and inventory.
- Track order activity, resolve issues proactively, and communicate clearly with all stakeholders.
- Partner with the Quality Manager and Operations team to quickly address and resolve product or service concerns.
- Suggest alternative products or scheduling solutions to meet customer needs when necessary.
- Represent Phoenix Paper’s values with professionalism, empathy, and a solution-focused mindset in every interaction.
- Prepare reports and perform data entry in SAP and Microsoft Office platforms as needed.
General Qualifications:
- High School Diploma or equivalent required; additional education or training in business or customer service is a plus.
- 3-5 years of successful customer service experience required; experience in the pulp/paper or manufacturing industry preferred.
- Strong communication, interpersonal, and relationship-building skills.
- Proven ability to work collaboratively with cross-functional teams in a fast-paced environment.
- Detail-oriented, organized, and capable of managing multiple tasks with competing deadlines.
- Proficient in Microsoft Office; experience with SAP or similar ERP systems preferred.
- Self-motivated with the ability to operate both independently and as part of a team.
- High level of professionalism, reliability, and discretion with sensitive information.
Phoenix Paper offers competitive wages & benefits packages that include health, dental, life insurance, paid holidays, matching 401(k) & much more.
Phoenix Paper Wickliffe LLC is an Equal Opportunity Employer.
Qualifications
