CUSTOMER SERVICE REPRESENTATIVE

Serve customers, meeting their expectations & needs to his/her full satisfaction; resolving product and service problems.nts.

Primary Duties

• Supply the necessary information for potential/new customers and support a smooth set up process. Ensure all documentation is provided/in place according to established procedures and policies
• Coordinate externally (customers) and internally, the development of new products and prototypes according to customers' needs
• Perform estimates calculation and or provide the information needed to the Estimation/Quoting team (depending on complexity). Obtain sales price approvals, and provide timely estimates to customers
• Assist the Customer Service Supervisor with information needed for customer development projects and/or participation in customer's bids
• Supply information needed for the Sales Team in order to accomplish customers' requirements
• For customers' sale orders, verify that prices have been approved by the management, and register approved prices into the ERP system
• Assist the Purchasing and Technical with technical information regarding tooling, freight, pallets or any special customer's requirements
• Control the orders and take a lead in documenting quality requirements for the product/customer
• Review contracts ensuring that contract requirements are adequately defined between Sales Team and customer, resolving any contract requirements differing form those stated in the quote, and verifying that the company has the capability to meet contractual requirements
• Ensure accurately and timely order entry into the ERP system and follow up it with all departments involved until the order has been received by customer
• Prepare clear and accurate documentation for the communication of customer requirements
• Inform customers about changes in process or procedures when these potentially affect them based on Customer Service Manager & Supervisor' guidance
• Process all queries efficiently, liaise with all stakeholders, internal departments and other external as required - deliver prompt and professional solutions via phone, email, online chat etc.
• Generate all reports needed for their daily function e.g. OTS report, open sales orders, routing list, booking, production, plant capacity, among others
• Follow up on the check list for the daily and monthly main activities
• Support the AR department with information for pending payments when needed
• Build and maintain excellent relations with all customers and promote the professional image of the company
• Adhere to all business unit processes/procedures, work within product guidelines and restrictions
• Responsible for reports/internal/external communications as directed
• Operate to the highest possible standards during all transactions/engagements both internal and external
• Attend all training sessions as required e.g. product knowledge etc.
• Learn relevant local and company requirements, rules and procedures. Strictly follows rules and guidelines and always uses the right procedure for the job. Promptly reports incidents, near-misses, and unsafe conditions or processes. SKNA employees regardless of level, position or tenure are responsible for upholding the safety standards regulations and policies.
• Support Customer Service Manager and Supervisor in process improvements
• May be assigned to other projects and duties

Job Qualifications

• Ability to read, speak and write in English
• Bilingual in Spanish preferred
• High School Diploma
• Minimum of 3 - 5 years in customer service environment or related area, Industry experience (preferred).
• Good interpersonal and communication skills
• High energy, with the ability to work in fast-paced environment
• Computer proficiency - Excel, Power Point, Word and Microsoft Dynamics AX (preferred)
• Good analytical skills
• Self-motivated and committed individual, strong work ethic
• Good mathematical skills

About Smurfit Kappa

Smurfit Kappa is a FTSE 100 company and one of the leading providers of paper-based packaging in the world, with operations in 23 European countries and 12 countries in the Americas.

EEO Statement
Smurfit Kappa is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, religion, national origin, ethnicity, citizenship, sexual orientation, age, marital status, disability, genetic information, status as a Vietnam Era, disabled veteran, special disabled veteran, Armed Forces Services Medal Veteran, recently separated or other protected veteran. Smurfit Kappa also complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination in places where Smurfit Kappa operates.

Our vision is to be a globally admired business, dynamically delivering secure and superior returns for all stakeholders.