Customer Fulfillment Representative 1

Description

POSITION SUMMARY:

The Customer Fulfillment Representative supports the seamless execution of customer service, order processing, and production coordination activities. This position is essential to ensuring high levels of customer satisfaction, accurate order management, and consistent communication across departments. By working closely with the Operations and Customer Fulfillment Supervisor, the representative plays a key role in helping ReadyOne Industries meet its operational goals and customer commitments within the Corrugated and Kitting Division.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customer inquiries, complaints, and order-related questions promptly and professionally, aiming for one-call resolution.
• Enter and manage customer orders accurately using the company’s ERP system (EPICOR preferred).
• Provide customers with regular updates on order status, delivery timelines, and any issues that may arise.
• Coordinate with production scheduling, shipping, and logistics teams to ensure timely fulfillment and delivery of customer orders.
• Monitor order progress and escalate potential delays or inventory issues to the supervisor.
• Support process improvement initiatives to enhance customer satisfaction and operational efficiency.
• Maintain documentation of customer interactions, complaints, and resolutions to track trends and suggest service improvements.
• Follow standardized workflows and contribute to maintaining accurate system data and reporting.
• Assist with preparing reports or summaries on customer service performance and fulfillment metrics.
• Demonstrate strong problem-solving skills and empathy in customer communications.
• Adhere to company policies and procedures, ensuring compliance and consistency across customer-facing activities.
• Support cross-functional collaboration by sharing relevant customer insights and operational feedback with the supervisor.

Perform additional duties as required to support departmental and company goals

Qualifications

MINIMUM JOB REQUIREMENTS:

• Education: High School diploma or GED required.
• Experience: Minimum 1 year of customer service experience; experience with ERP systems and in manufacturing or packaging environments preferred.
• Skills and Abilities:
• - Strong oral and written communication skills.
• - Proficiency in navigating multiple PC systems and screens.
• - Strong typing skills (minimum 45 WPM) and solid math ability.
• - Ability to multitask and remain organized in a fast-paced environment.
• - Effective interpersonal skills and a collaborative approach.
• - Familiarity with EPICOR or similar ERP systems is highly desirable.

PHYSICAL DEMANDS:

• Frequent use of computer and phone systems.
• Continuous sitting, with occasional standing, walking, and reaching.
• Must be able to pass a background check and drug test.

WORK ENVIRONMENT:

• Office-based role with interaction across operations, logistics, and customer service functions.
• May involve occasional coordination on the production floor.