Customer Service Rep II

2 months ago

Triadelphia, United States Tekni-Plex Full time

DUTIES AND RESPONSIBILITIES

• Receive and process customer purchase orders. Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling.
• Process change orders, trial orders, remake orders and rework orders to comply with customer needs.
• Inform Business Manager of any significant changes or issues with a customer account or specific orders.
• Work closely with the manufacturing and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met.
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the business manager to resolve any discrepancies, processing only those POs that have correct pricing.
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made.
• Develop and manage customer specific forecasts, inventory models and stocking programs to insure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders.
• Manage customer specific inventory programs to insure that the customer remains in compliance with the terms of the program.
• Process and execute shipments.
• Create and distribute all documentation for domestic and export shipments.
• Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating.
• Create and distribute credit notes as needed.
• Process new artwork by initiating the creation of a new finished goods number, entering product specifications as supplied by the customer and forwarding the artwork to graphics for the creation of keys or color swatches. Coordinate the customer approval of the keys or color swatches.
• Assist the Business Manager to coordinate customer visits for press side approvals.
• Ensure that packing specifications are accurate and current.
• Ensure that all customer specific instructions are accurate and current.
• Respond to customer inquiries in a timely manner.
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer.
• Work with the credit and collection team in the collection of past due invoices as requested. Place shipments on hold if directed by finance.
• Visit customer facilities 1-2 times per year. Some overnight travel by various modes of transportation including airplane, train or automobile as deemed appropriate.
• Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process.
• Ability to work extended hours if needed.
• Perform related duties as assigned by Supervisor.

QUALIFICATIONS

• Two-four years of college / college degree preferred. Business/related field preferred or equivalent packaging experience accepted.
• At least 5 years of customer service experience in the manufacturing industry preferred.
• Demonstrated work ethics that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution.
• Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
• Strong computer skills and working knowledge of Microsoft Office (especially Excel and Word).
• Must have good organizational skills and be able to multi-task with minimal direction and supervision.
• Must have a basic understanding of the converting industry, including terminology, technology and business practices.
• Must have a basic understanding of our processes and capabilities.
• General knowledge of art work and color separations for communication with customers.
• Knowledge of international trade requirements for export customers.
• Must have excellent verbal and written communication skills.

Language Skills

Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management. Ability to read, analyze and interpret common financial reports.

Mathematical Skills
Ability to compute rate, ratio and percent and to interpret bar graphs. Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Reasoning Skills
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands & fingers; talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

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