Customer Service Representative

16 hours ago

Auburn, United States Johnston Food Service & Cleaning Solutions (Johnston Paper Company) Full time
Position Overview

Provide excellent customer service by fielding customer inquiries, providing information, assistance, and resolving customer account issues. Enhance business relationships by increasing sales to existing customer base to create and leverage additional opportunities. Support the outside sales staff by assisting with the procurement of orders and shipments.

Responsibilities Include

  • Utilize the CDRR (customer order day report) and CWS (electronic call program in WISE) to organize customer accounts in a timely and accurate way, taking into account order method and frequency that the customer prefers to purchase from Johnston. According to the CDRR and CWS proactively contact customers to place orders, ensure call-ins, JMart orders, internet orders, EDI orders, email orders and fax orders are received for the purpose of ordering product according to customer requirements.
  • Maintain an accurate and up-to-date call program, in WISE, to ensure contact names and information are current and correct. Ensure contact information is up-to-date and accurate in CMM.
  • Maintain contact information in Salesforce.
  • Assist in JMart introduction to customers, reactivate and deactivate JMart access as needed.
  • Customer data entry: enter customers' orders received via fax, telephone, e-mail, internet, EDI, and from District Sales Representatives (DSR's) into the computer. Write-up repeat special order items on the special-order form and submit to the special-order department. Proactively notify customers when products are back ordered, or substitutes are being utilized. customers dead stock by selling dead stock items to customers and further penetrate customer accounts by inquiring why customers' have stopped buying past purchased products and find out how we can win the business back.
  • Update Regional Managers on Priorities, assist in updating customer usages, expedite items/check status of PO's, enter credits/returns/pick-ups, maintain customer order guides.
  • Meet customer delivery requirements for orders that do not ship on Johnston trucks by utilizing multiple shipping methods including FedEx, UPS and Common Carriers.
  • With Traffic Department approval, place order exceptions for customer orders that are placed outside of their normal delivery schedule.
  • Field Johnston driver calls with issues, problems or obstacles pertaining to customer deliveries.
  • Review the ORC report for delivery date accuracy.
  • Work directly with customers to answer questions and provide pricing and product information. Investigate and resolve minor complaints or refer to Customer Service Manager.
  • Notify customers of Holiday delivery schedule changes.
  • Contact accounting to release credit hold orders on customer pick-ups.
  • Coordinate delivery schedule adjustments between the Traffic Manager and customers with the purpose of opening up time windows and/or improving route efficiency.
  • Attend ongoing product and skill-based training.


The ideal candidate will have
  • Associate degree required or equivalent work experience that would demonstrate general math skills and the ability to read, understand, and follow oral and written communication from supervisors, co-workers, and customers.
  • Two years of sales or customer service experience.
  • Must possess strong verbal communication skills, attention to detail and proficient data entry/computer skills.

This position offers a competitive starting salary and comprehensive benefits program.

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