What are the responsibilities and job description for the Customer Service Rep position at Washington Penn?
Summary
The Customer Service Representative is responsible for managing customer accounts, processing orders, and ensuring clear communication between the customer and internal departments. This role supports the sales team and works closely with production, logistics, and quality to deliver a seamless customer experience.
Duties/Responsibilities
- Receive and process customer purchase orders accurately and in a timely manner.
- Respond to customer inquiries regarding order status, pricing, lead times, and product availability.
- Coordinate with production scheduling and shipping to meet delivery commitments.
- Maintain up-to-date customer account information in the ERP system
- Investigate and resolve customer complaints, including coordinating returns, credits, and quality issues as needed.
- Communicate proactively with customers regarding delays, changes, or issues related to their orders.
- Support sales team efforts by preparing order history, product information, and account updates as requested.
- Processes price inquires, determines correct price and delivery date, and notifies scheduling of orders. Reschedules deliveries as necessary.
- Coordinates appropriate credits, price changes, and adjustments to Customer accounts. Coordinates the return of rejected material to the proper plant.
- Monitor inventory levels and relay relevant information to customers and internal stakeholders.
- Ensure compliance with company policies, procedures, and customer service standards.
- Performs other duties and assignments as directed by the supervisor.
Recommended Qualifications
- The ideal candidate will have experience in the manufacturing industry, with a preference for those familiar with plastics compounding or related industries.
- Minimum 2 years of customer service experience in a manufacturing or distribution environment highly preferred
- High school diploma or equivalent required; associate degree or higher preferred.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Working knowledge of ERP systems preferred)
- Proficient in Microsoft Office Suite, especially Excel and Outlook.
Working Conditions
- Office Environment
