Customer Service Representative (Manufacturing)

Interface with Packaging Services Division customers regarding product inquiries, orders, and invoicing. Build relationships with new and existing customers. Provide exceptional customer service.

• Assist Customers via telephone and email with product inquiries, orders, issues, or returns.
• Enter orders in the AX system
• Complete work orders for manufacturing and fabrication of product
• Build relationships with new Customers and Dealers and strengthen existing relationships.
• Set up new Customer accounts.
• Invoice Customers
• Receive and process returns.
• Update product information in accounting system.
• Escalate problems when necessary.
• Advise warehouse on shipping methods.

Qualification Requirements

• Intermediate Microsoft Office skills
• PC Web literate
• 6 months prior experience in Sales or Customer Service Experience in a physical product environment
• 6 months prior AX order entry experience, preferred but not required.

Competency Requirements

Attendance/Punctuality –

• Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Arrives at meetings and appointments on time.

Customer Service –

• Responds promptly to customer needs; Responds to requests for service and assistance.
• Manages difficult or emotional customer situations; Solicits customer feedback to improve service; Meets commitments.

Dependability –

• Follows instructions and responds to management direction.
• Takes responsibility for own actions, keeps commitments, commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies the appropriate person with an alternate plan.

Initiative –

• Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities.
• Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Planning/Organizing –

• Uses time efficiently; Prioritizes and plans work activities.

Quality –

• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Applies feedback to improve performance; Monitors own work to ensure quality.

Teamwork –

• Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Puts team success above own interests; Supports everyone's efforts to succeed.
• Recognizes accomplishments of other team members.