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Customer Service Representative Customer Service

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Youngstown, United States Trivium Packaging Full time

Customer Service Representative Job ID: 38649 Location: Youngstown, OH, US Education Level: Bachelor's Degree Location Type: On-site Talent Area: Sales Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately 3.0 billion. Trivium serves a diverse range of customers in various end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages. Trivium wants to shape the industry and has embarked on an ambitious transformation journey. In the near term, the focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing the Trivium Business System (commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and actions. Our company sustainability journey has been awarded a Platinum medal by EcoVadis, the world's leading rating agent who allocated this award only to the top 1% of the >75,000 companies reviewed. Sustainability is embedded in every function at Trivium; it's in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries. Our culture is results-driven, entrepreneurial, informal, and highly multicultural. Our people have a high degree of responsibility. Job Duties: Maintains customer satisfaction by ensuring we deliver against On Time In Full deliveries (OTIF) expectations and resolving customer complaints. Achieves customer service objectives by contributing customer service information and recommendations to operational plans and reviews. Entry of orders, pricing, and order details. Provide price quotations to customers. Coordination between production, warehouse, and shipping department to meet customer needs. Preparing and completing action plans with Trivium teams; implementing productivity, quality, and customer-service standards; resolving problems. Participate in customer service audits; determine system and process improvements; implement change. Maintain contact with customers; visit operational environments; administer surveys; benchmark best practices; analyze information and applications. Maximize customer operational performance by providing advice. Visit customers at various off-site locations and attend to customers visiting EXAL, giving plant tours as needed. Handle a large volume of incoming calls for orders/inquiries. Enter orders into the system on the same day as received. Ensure all information (including pricing) is complete and accurate. Ensure purchase orders are complete for production scheduling (e.g., graphics). Ensure all orders are shipped and billed promptly and accurately - Assist with the coordination of shipments for customers if needed. Coordinate returns and obtain all required information and appropriate approvals. Enter all customer complaints into the system. Issue credit memos after approval. Coordinate all information on job adjustments. Monitor customer service and ensure OTIF delivery against purchase orders. Resolve complaints and order issues - follow through on challenges with delivering OTIF based on Outstanding Order Report. Run the commercial operations meeting to flag and ensure teams resolve customer service issues. Ask customers to provide feedback on their customer service experience. Analyze data and statistics (e.g., OTIF, outstanding orders report, customer complaints). Compile and print reports on overall customer satisfaction. Work with management and collaborate with customer service initiatives. Qualifications and Experience Requirements: Bachelor's degree preferred (not required) or equivalent in the fields of Business Administration or equivalent experience. 5 years of successful vertical sales and/or customer service experience. Experience in customer service and how to work with customers to drive profitable growth and formulate business solutions based on customer insights. Experience working with/in Sales, Commercial teams. Possess excellent verbal and written communication skills. Ability to analyze information and develop insights to create solutions. Ability to solve problems. Proactive and looking for areas of improvement. History of delivering customer value through improved customer service, working as a business partner with clients. Ability to drive customer focus with key stakeholders within our organization. High degree of flexibility and ability to multitask, along with a positive attitude, strong work ethic, and integrity. Must be well organized and maintain clear, concise records. Work Environment: This position will primarily work in an office environment where sitting for prolonged periods of time and using a computer, telephone, and other office electronics are critical. Trivium Packaging is an Equal Employment Opportunity (EEO)/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status. BRINGING YOUR TRUE SELF TO WORK To reach our goals, we know we need colleagues at all levels who are truly diverse in every way. That's why we are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, or protected veteran status. Our customers come from a wide range of backgrounds, and so do our people, and it's business-critical for us to ensure all our people have what they need to perform at their best and can be their true selves at work. Nearest Major Market: Cleveland Nearest Secondary Market: Youngstown #J-18808-Ljbffr