Job Description
Job Description
Job Summary: As a Customer Service Representative, you will play a critical role in supporting day-to-day operations. This position requires a detail-oriented individual with excellent organizational and communication skills. The Customer Service Representative is a reliable and effective liaison between customers, sales representatives, and operations, to ensure consistently high levels of customer satisfaction and retention.
Essential Duties and Responsibilities:
- Must comply and support all applicable GMPs, Site Security, and Food Packaging Defense requirements that are referenced in the facilities GFSI food packaging safety program.
- Other duties as assigned by any member of management.
- Review print cards for accuracy – above average math skills required.
- Customer Service/Sales Support – Coordinate with vendors, designers, print plate suppliers, packaging buyers, and plant personnel daily to manage new items through the system.
- Daily communication with customers to expedite orders, special requests, and coordinate with scheduling/production.
- Enter purchase orders using Kiwi system.
- Provide research and assistance for customers regarding invoicing issues.
- Direct involvement with customers and Quality Management Team regarding production issues
- Maintain spreadsheets to coordinate priority items with scheduling and shipping. Attend Daily Production calls.
- Order tooling for new and revised items to meet customer deadlines.
- Maintain customer inventory and coordinate with plant schedulers to meet customer warehousing needs.
- Work with sales staff and process requests for quotes
- Generate needed documents for new items and electronic files for review including print cards, item specifications, and logistics requirements. Create new item folders.
- Respond to customer inquiries and provide timely resolution. Communicate with appropriate departments to secure necessary information and prompt action as needed.
- Enter and modify sales orders in an accurate and timely manner.
- Interpret and share customer feedback within the organization to continue improving performance.
- Utilize existing software and systems in an efficient manner.
- Maintain an organized, presentable work area.
- Attend all afternoon Gemba Walks
- Participate in the Safety Engagement Process.
- Must reciprocate the double check process with fellow Customer Service Reps.
- Must participate in Saturday rotation at the plant.
- Vacation coverage for administrative assistant.
These responsibilities and duties are not intended to be all-inclusive. Responsibilities may be added or deleted as necessary.
Education/Experience:
- High school diploma or equivalent; college degree a plus
- Previous experience in a manufacturing environment preferred.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Ability to communicate in a professional manner, gather and organize information, and complete projects on a timely basis.
- 2+ years of experience in a customer service role, preferably working directly with large commercial customers, sales teams & vendors.
- Packaging and/or corrugated manufacturing experience desired but not required.
- Ability to remain calm under pressure.
Work Environment:
- Regular work near moving mechanical parts.
- Exposure to wet and/or humid conditions and temperature variations
- Noise level is moderate to high.
- Bump caps, ear protection, eye protection, and safety shoes are required.
Physical Demands:
The physical demands described here are representatives of those that must be met by an individual to successfully perform normal job functions:
While performing the duties of this job, an individual is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear; and taste or smell. An individual frequently is required to stoop, kneel, crouch, or crawl. An individual must regularly lift and/or move up to ten pounds, frequently lift and/or move up to twenty-five pounds, and occasionally lift and/or move up to fifty pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.