Customer Service Representative

2 months ago

Plainfield, United States WestRock Company Full time

About the Company:

We have an opportunity at our Lansing healthcare related folding carton, labels, and inserts facility for the healthcare facility Customer Service Representative who will be responsible for the following:


Responsibilities:

  • Courteously receive calls.
  • Accurately enter orders from both customers and the sales force.
  • Solicit add-on sales.
  • Assist customers with inquiries and samples.
  • Maintain complete customer history information.
  • Provide complete and immediate communication of order schedules and possible delays to customers and sales staff.
  • Prepare, enter, and monitor progress of customer orders for strategic accounts.


Essential Job Functions:

  • Provides single point of contact for Strategic Customers and Sales Staff for specific customer and/or project information.
  • Serves as primary contact between Sales, customer and internal production operations.
  • Assists customers at the request of or in the absence of sales.
  • Develops project time lines and monitors to ensure on-time delivery.
  • Initiates, tracks, organizes, prioritizes and monitors multiple projects through development, production and fulfillment.
  • Uses creative problem solving to achieve sales and customer objectives.
  • Provides prompt communication to the customer and sales rep regarding existing challenges in meeting requested ship dates.
  • Effectively communicates customer expectations to Planning and Scheduling.
  • Gathers input, evaluates, and makes recommendations from technical standpoint concerning cost, production schedule, etc. based on customer needs.
  • Compares in-coming work specifications with specifications used for estimate. Recognizes changes in job specifications requiring re-estimation.
  • Receives, evaluates, and distributes customer supplied materials and/or information to appropriate department(s).
  • Interprets requests for developmental and other artwork and communicates needs to appropriate department(s).
  • Prepares quotation requests for estimators and presents appropriate quotes for customers both internal and external as required.
  • Reviews costing and invoicing to ensure agreement with signed quotes.
  • Is always "on call" to answer production questions.
  • Maintains accurate, written record of all events. Alerts both internal staff and customer if significant problems affect either scheduled delivery or final job cost (e.g., heavy, multiple customer alterations).
  • Assists sales in technical communications to customers.
  • Backs up other areas of Customer Service as needed.
  • Performs other job duties as assigned.


Qualifications:

  • High school diploma or general education degree (G.E.D.).
  • Associate’s Degree or equivalent from two-year college or technical school preferred.
  • 3+ years of experience in related field required.
  • Demonstrates understanding of product/project specifications.
  • Competent in various software applications and certifications, such as Microsoft Office (Word and Excel).
  • Must be able to communicate effectively via telephone and email.
  • Must demonstrate effective interpersonal communication skills.
  • Must be well-organized and able to manage time efficiently.
  • Must be able to function effectively in a fast-paced environment.
  • Must be reliable and able to maintain good attendance.
  • Must be accurate and thorough when capturing and communicating data.
  • Must be able to perform essential functions of job with or without reasonable accommodations.

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