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Customer Service Representative

4 months ago

Neenah, United States Dixon Ticonderoga Full time
Essential Functions:

  • Receive and process customer EDI and/or manual orders in accordance with Company policies and procedures, while screening information for accuracy and completeness.
  • Monitor customer orders both domestic and international. Advise Customers, Manufacturing, and Sales of any significant delays or issues.
  • Answer and/or return telephone calls interacting with external and internal customers in a professional manner, escalating situations to the Manager when appropriate.
  • Communicate with outside sales representatives, providing updates on customer accounts as needed.
  • At times work independently or as part of a cohesive, cross trained CSR Team.
  • Partner with Sales and Manufacturing to analyze customer vendor manual requirements to develop and maintain customer-specific programs.
  • Coordinates the expediting of rush shipments and monitor their progress.
  • Manage customer complaints and returns.
  • Global Data Synchronization Network (GDSN): Assist in maintaining and communicating item information to specified customers as required.
  • Other duties as assigned.
Knowledge, Skills, and Abilities:
  • Strong analytical and problem solving skills
  • Customer Orientation: Demonstrates concern for satisfying one's external and/or internal customers.
  • Excellent verbal and written communication skills
  • Strong time management and organizational skills with ability to prioritize tasks.
  • Proficient skill of Microsoft Office applications. Access and Data Sync experience a plus.
  • Experience with a Tier 1 ERP System. SAP experience preferred
Education and Experience:
  • Associate Degree or 2 years of college preferred.
  • 3-5 Years of related experience.
Working Conditions:
  • The employee will experience normal working conditions where there is no physical discomfort due to temperature, dust, noise, and other related elements.


Note: The statements herein are intended to describe the general nature and level of work being performed by the employee and are not be construed as an exhaustive list of responsibilities, duties, abilities and skills required of personnel so classified.