Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) is responsible for processing customer orders, addressing customer inquiries, and resolving complaints while maintaining a high level of customer satisfaction. The CSR plays a key role in managing inventory, ensuring accurate order fulfillment, and supporting both the sales team and production departments to meet customer needs in a timely manner.

Key Responsibilities:

Order Processing & Management

• Take and process customer orders in a timely manner based on customer needs and plant production schedules.
• Ensure accurate processing of purchase orders and manage order acknowledgments.
• Maintain up-to-date records of customer orders and any changes to the order, ensuring all confirmations and paperwork are properly communicated.

Inventory & Reporting

• Monitor and maintain inventory levels for all required products.
• Update and distribute daily reports to customers, providing them with necessary order information and updates.
• Run and review reports for correctness, ensuring that all data is accurate and up-to-date.

Customer Relations & Support

• Serve as the primary point of contact for customer inquiries, complaints, and issues.
• Follow up on customer concerns and resolve any issues by collaborating with internal teams as needed.
• Process and track new item requests, ensuring necessary documentation is collected and approvals are obtained before production.

Collaboration with Internal Departments

• Work closely with the Sales, Production, and Accounting teams to ensure smooth order processing and resolution of issues.
• Coordinate and submit tooling paperwork (cutting die/print plates) for approval and production.
• Assist sales staff as needed with customer accounts and sales-related tasks.

Process Improvement & Compliance

• Adhere to the daily machine schedule and proactively recommend improvements to optimize production schedules while meeting cost, quality, and delivery goals.
• Support and follow all company policies, procedures, and safety guidelines.
• Maintain a professional, positive, and productive relationship with all team members.

Additional Responsibilities

• Other duties as assigned by management.

Education and Experience Requirements:

• Preferred:
• High School diploma or GED.
• Minimum of 3 years' experience in a customer service or administrative role, preferably in a manufacturing environment.
• Experience in the corrugated container industry.
• Proficiency in Microsoft Excel and Word.

Skills and Competencies:

• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, vendors, and internal teams.
• Mathematical Skills:
• Ability to perform basic arithmetic calculations and compute percentages, ratios, and rates as required for order processing.
• Reasoning and Problem Solving:
• Ability to apply common sense and critical thinking to solve a variety of customer and operational issues.
• Able to work independently and make decisions with limited information.
• Technical Skills:
• Proficient in Microsoft Office Suite (Word, Excel).
• Knowledge of production processes and quality standards (ISO and QS).
• Leadership Attributes:
• Strong time management and organizational skills.
• Demonstrated ability to motivate and coach team members.

Physical Demands:

• Regularly required to stand, walk, and communicate effectively with customers and team members.
• Occasional bending, reaching, and handling materials.

Work Environment:

• The CSR primarily work in an office setting with exposure to the manufacturing floor.
• Noise levels may be high in the production areas, and temperature conditions may vary with the seasons.
• Personal protective equipment (PPE) may be required in certain areas.