What are the responsibilities and job description for the Customer Support Representative position at Sappi?
Overview:
Customer Service Representatives oversee all aspects of the order management process for their assigned customer accounts, from initial customer interest to final delivery. As an important player in the order fulfillment process, Associates liaise with internal operations to ensure accurate order entry, timely product availability, and on-time delivery, while addressing changes and issues that arise and minimizing any negative impact to customers. Associates operate as an extension of the Outside Sales team to maximize product sales, deliver world-class customer service, and optimize order profitability.
Essential Function Responsibilities
- Viewed as a partner in our customer’s business, ensures a quality customer experience by developing customer relationships, acting as a resource for information, responding quickly to requests, and solving problems efficiently
- Ensures that customer and order information are complete when manually entering orders, or reviewing orders that are electronically submitted; verifies that customer needs for product, quantity, and date can be met by either inventory or production scheduling; manages the order financials including pricing, upcharges, pocket margin, and waiver approvals to optimize order margins; follows policies which govern order fulfillment
- Interfaces with the customer to manage stock holds, non-confirmed orders, order changes, and cancellations, and production and transportation delays
- Collaborates with Supply Chain, and utilizes knowledge of production planning, freight costs, and logistics to ensure that orders are delivered on time as promised; overcomes production delays and other issues which may require expediting transportation; escalates requests to the Mill as needed; works with Finance to resolve invoicing issues
- Partners with Outside Sales to ensure customer satisfaction, engages in selling activity such as proactive communication of Sappi information and initiative; handling, recording, and following up on customer quotes; use discretion to offer alternatives to retain a sale; assists with special programs; gather market intel, and supports business growth at new and existing accounts
- Stays current on Sappi and industry knowledge; participates in training and improvement projects to enhance the personal, team, and company capability
Qualifications:
- Minimum 0-2 /2-5/5-7 years of previous sales or other relevant customer-facing experience (dependent upon position)
- Bachelor’s degree preferred
- Comfortable using SAP, Microsoft Office, Outlook, Salesforce, Sharepoint, eBusiness tools, and other systems necessary for the role
- Attention to detail
- Strong Communication skills
- Follows all policies, procedures & practices governing Inside Sales operations
- Possible travel 1-2 times a year
