Customer Service Representative - Reading, United States - DS Smith Reading Packaging

DS Smith Reading Packaging Reading, United States

1 week ago

Description

Customer Service Representative

The purpose of the Customer Service Representative is to manage the interaction between Account Executives, Customers & Production from ordering to delivery.

Focused on communicating appropriately and providing our customers with quality on-time service.

This position works cooperatively with a wide variety of people throughout the organization to provide exceptional service to our customers.

Areas of Responsibility:
Responsible for specific accounts
Receives orders from customers via EDI, email, phone, or fax
Review/approve incoming orders
Places in schedule and monitors activity from beginning to end
Provide response to customers within 2 hours of notification of receipt and/or solution
Create, review and provide sales order confirmations to customers/sales as required
Create booking information at the time of order entry, monitor and advise if any changes to the schedule
Works with customers on any and all sample requests
Provide and hold weekly updates with customers
Provides help to a new customer set up with sales
Manage customer complaints/quality issues
Pricing management within guidelines as set forth by management
If there are delays, in manufacturing, transportation, or getting bookings the customer is notified the order will be late.
Capture and provide customer OTIF
Helps investigate all customer payment issues and works with other departments to process
Source existing inventory to incoming orders where applicable to reduce machine time
Creative problem solving and ability to manage many issues at
Review check credit vs limits on the order entry

Education & Certifications

BS in Business and or Supply Chain functions

5 years of related experience in a customer service

Qualification & Experience

Solid organization skills with the ability to meet multiple deadlines

Strong skills in Excel, Outlook, and Microsoft Access

Seeks opportunity for continuous improvement & resilient

Ability to multi-task in a fast pace environment & work well under pressure

Independent worker, self-directed and adaptable to change

Behaviors

Effectively and accurately use communications. Must possess good verbal and written/grammatical skills, in addition to mathematical skills

Previous experience with ERP systems is preferred

Strong phone contact handling skills and active listening skills required

Must possess a cooperative attitude and a dedication to the mission of the company, as well as, work effectively within a team

Customer orientation and ability to adapt/respond to different types of characters

Ability to multi-task, prioritize, and manage time effectively

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Customer Service Representative - Reading, United States - DS Smith Reading Packaging

Description