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Customer Service Representative

2 months ago

Pleasant Prairie, United States Spectrum Plastics Group, A DuPont Business Full time

Description:

This customer service position reports to the Customer Service Manager, Fluid Management & Flexibles. This role serves our customers and plant operations by entering, maintaining and communicating internally and with the customer, details regarding customer purchase orders and order forecast. Identifies any discrepancies or contingencies with a purchase order that would prevent an order confirmation, assembles the resources and stakeholders necessary to resolve these issues, and ensures complete order success, maximizing the plant’s production efficiency and meeting/exceeding the customers’ expectation to deliver product on time and in full.


  • Reviews all customer orders and order acknowledgments (OA) for accuracy and resolves any order discrepancies internally and/or with the customer
  • Engages with operations and/or engineering to ensure order specs and product revision reflect product documentation at the site
  • Supports scheduling and purchasing colleagues to ensure orders and jobs are entered in a timely manner; may provide backup support to scheduling and purchasing as needed during absences
  • Performs various tasks in support of marketing, including lead management, samples, trade show support, and collateral handling as required
  • Build and maintain strong relationships with customers, addressing their needs and concerns promptly and effectively.
  • Communicate effectively with customers and the sales team regarding shipment dates, potential delays, and any issues affecting their orders.
  • Serve as an escalation point for customer issues and ensure timely resolution.
  • Conduct regular client meetings to gather feedback, discuss service performance, and identify opportunities for improvement.
  • Engages with field-based sales personnel as necessary to ensure customer satisfaction
  • Interacts regularly with a cross-functional team–including engineering, operations, quality, field-based sales, finance, site management, and global counterparts throughout the company, building and fostering a healthy working environment based on teamwork
  • Collaborate with other departments to streamline operations and improve overall customer experience
  • Collaborate closely with customers to assist in forecasting and planning, ensuring alignment with their needs and operational capabilities
  • Upholds Spectrum and DuPont’s vision and core values
  • Willingness to travel, up to 30%
  • All other duties, as assigned


Job Qualifications:

  • High School Diploma (College Degree Preferred)
  • Minimum of 3 years customer service experience
  • Demonstrate creative problem-solving skill sets with the ability to handle external customers, think strategically, and act tactically
  • Strong organizational skills supported by a self-disciplined operating structure with superior time management/prioritization skills
  • Clear and concise communication skills via telephone, e-mail and written correspondence
  • Possesses the vision and leadership skill sets to successfully drive change and position SPG as the lead supplier in our customer's supply chain
  • Self-motivated, strong interpersonal and leadership skills associated with managing people/processes.
  • Ability to maintain accuracy in a fast-paced environment
  • Analytical aptitude; excellent problem-solving skills
  • Proficiency in using Salesforce.com for order entry, quote management, reports and dashboards a strong plus
  • Ability to handle deadlines and expedited situations in an efficient and professional manner
  • Computer Skills to include, but not limited to Microsoft Word, Excel, PowerPoint, Outlook, and Salesforce.