Customer Service Representative - Hauppauge, United States - ARKAY PACKAGING

Description

Objective:

Todevelop customer relationships to increase customer loyalty; interact with customers in an efficient and professional manner; ensure legendary customer experience with every contact.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitors incoming and ongoing jobs from start to finish, meeting quality standards and deadlines
• Notify customer of ship dates, production delays, art work and spec status
• Monitor and track production standards
• Provide direction to Shipping for day-to-day operations and special circumstances
• Trace shipments on request, damaged freight, lost in transit, sent to wrong location and chargebacks
• Handle exceptions in order to assist Accounting
• Oversee and coordinate shipments for freight that needs to be returned to Arkay
• Coordinate with Quality Assurance if shipment is rejected by customer
• Coordinate time critical/high visibility shipments and expedited shipping requests from customer
• Obtain pricing from shipping carriers/brokers as needed
• Sell excess inventory to customer in order to increase revenue
• Identify inventory produced against customer forecast in which orders were not placed
• Oversee customer changes/implementations to provide training & documents to Arkay personnel
• Maintain customer records and update account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting corrections; following up
• Act as internal liaison within Arkay: Sales, Sales Support, Production Planning, Production Scheduling, Manufacturing, Quality Assurance, Shipping, Accounts Receivable and Accounts Payable
• Act as external liaison to customer: Short Range Materials Planning, Global Supply Relations, Packaging, Quality Assurance, customer receiving facilities, customer vendors: shipping carriers/brokers, 3rd party receiving facilities, hub storage warehouses, etc.
• Serve as a back-up to other CSR's
• Ensuring organizational systems and training are in place and documented.
• Participate in continuous improvement efforts.
• Assist in maintaining cleanliness of work area
• Other duties as assigned

Competencies

• Able to work independently and in a collaborative team environment
• Able to work in a fast-paced office with strong motivation and sense of urgency
• Ability to maintain composure in stressful situations and effectively multitask

Strong math skills to include:
fractions, percentages, reading a ruler and basic math

• Able to maintain paper and electronic filing systems
• Attention to detail and excellent attendance is critical
• Advanced communication, organization, troubleshooting and time management skills
• Able to use basic office equipment, including: scanner, copier, fax, printer, phone system

Supervisory Responsibility:
This position has no direct supervisory role.


Work Environment

While performing the duties of this job, the employee will work in an office environment as well as on the production floor, interacting with other employees.

It is fast-paced and requires positive and professional social interaction. The noise level in the work environment is low.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, reach with hands and arms and use fingers to type and operate a mouse


Vision abilities include:
close vison, peripheral vision, depth perception, color identification and the ability to adjust focus. Ability to speak, write, type and hear. Proper and safe use of pallet jack and weigh scales. The employee may occasionally lift and/or move items up to 10 pounds.


Position Type/Expected Hours of Work
This is a full-time position, and regular hours are Monday through Friday. Increased hours may be required when production schedules dictate.


Travel:
The need to travel is mínimal for this position.


Required Education and Experience:
High school diploma or GED; 3 years in a customer service role; advanced computer skills and internet navigation.


Additional Eligibility Qualifications:
Legally eligible to work in the United States and successful completion of background and drug screens.


EEO Statement
Arkay provides equal employment opportunities to all persons.

This policy applies to hiring, termination and promotion; compensation; schedules and job assignments; discipline; training; working conditions, and all other aspects of employment.

As an employee, you are expected to honor this policy and to take an active role in our EEO policy.

Other Duties
Please note this job description is not