Customer Service Representative

1 week ago

Reading, United States DS Smith Full time
Customer Service Representative

The purpose of the Customer Service Representative is to manage the interaction between Account Executives, Customers & Production from ordering to delivery. Focused on communicating appropriately and providing our customers with quality on-time service. This position works cooperatively with a wide variety of people throughout the organization to provide exceptional service to our customers.

Areas of Responsibility:

  • Responsible for specific accounts
  • Receives orders from customers via EDI, email, phone, or fax
  • Review/approve incoming orders
  • Places in schedule and monitors activity from beginning to end
  • Provide response to customers within 2 hours of notification of receipt and/or solution
  • Create, review and provide sales order confirmations to customers/sales as required
  • Create booking information at the time of order entry, monitor and advise if any changes to the schedule
  • Works with customers on any and all sample requests
  • Provide and hold weekly updates with customers
  • Provides help to a new customer set up with sales
  • Manage customer complaints/quality issues
  • Pricing management within guidelines as set forth by management
  • If there are delays, in manufacturing, transportation, or getting bookings the customer is notified the order will be late.
  • Capture and provide customer OTIF
  • Helps investigate all customer payment issues and works with other departments to process
  • Source existing inventory to incoming orders where applicable to reduce machine time
  • Creative problem solving and ability to manage many issues at
  • Review check credit vs limits on the order entry


Education & Certifications

•BS in Business and or Supply Chain functions

•3 - 5 years of related experience in a customer service

Qualification & Experience

•Solid organization skills with the ability to meet multiple deadlines

•Strong skills in Excel, Outlook, and Microsoft Access

•Seeks opportunity for continuous improvement & resilient

•Ability to multi-task in a fast pace environment & work well under pressure

•Independent worker, self-directed and adaptable to change

Behaviors

•Effectively and accurately use communications. Must possess good verbal and written/grammatical skills, in addition to mathematical skills

•Previous experience with ERP systems is preferred

•Strong phone contact handling skills and active listening skills required

•Must possess a cooperative attitude and a dedication to the mission of the company, as well as, work effectively within a team

•Customer orientation and ability to adapt/respond to different types of characters

•Ability to multi-task, prioritize, and manage time effectively

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