Customer Service Representative

POSITION TITLE :                 CUSTOMER SERVICE REPRESENTATIVE

REPORTS TO :                       Customer Service Manager

SUMMARY

Take and process customer orders and address all customer inquiries and complaints.

DUTIES AND RESPONSIBILITIES

Take customer orders either directly from customers or sales representatives.

Place orders on a timely basis for purchases of materials and supplies to be used in production.

Handle customer complaints and questions and follow-up with appropriate internal personnel as required.

Maintain customer files.

Build Specifications / Process new items.

Process purchase orders.

Coordinate accounting credits.

Record and distribute customer order changes.

Fax / Email confirmations to customers

Assist sales personnel as appropriate and assist in generating supplemental sales.

Attend and participate in daily production meetings to ensure customer orders are on schedule and communicate any delays to customers.

Track warehouse items to ensure availability and that agreed upon minimum / maximum levels are followed. Analyze monthly usages and re-stocking per customer

Complies with company policies and procedures.

Additional duties as assigned by management.

EDUCATION and / or EXPERIENCE

High school diploma or GED

Candidates are PREFERRED who offer the following :

Experience in the corrugated box industry

Experience working in a manufacturing environment

Computer data-entry experience

LANGUAGE SKILLS

Excellent communication skills. Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, divide in all units of measure. Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram (graphic) form. Ability to solve a variety of problems and deal with a variety of situations where only limited information or standardization exists.

TECHNICAL SKILLS

Application knowledge and skill for computer data entry

Application knowledge of products and production processes

Quality standards – both ISO and QS

PHYSICAL DEMANDS

Employee is regularly required to walk and talk and hear, stand, and sit. Vision requirements include :  close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to wet and / or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment is usually loud.

PERFORMANCE MEASUREMENTS

The performance of the Customer Service Representative will be measured as follows :

Operating standards - The employee will need to meet or exceed the Operating Standards set in the area of sales and customer service. Such standards will be set annually and communicated to the representative.

Personal growth - Each year there will be professional goals developed and agreed to by the representative and supervisor.

Employee relations – The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect and communication.

Creativity - This will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas.