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Customer Support Associate

2 months ago

Watertown, Connecticut, United States Silgan Dispensing Full time

Job Overview

CUSTOMER SERVICE REPRESENTATIVE

This document outlines the essential details regarding the job opportunity. Feel free to share this posting through your professional network.

Position Title: CUSTOMER SERVICE REPRESENTATIVE

Employment Type: Full-time

Required Education: Bachelor's Degree

Location: Watertown, CT 06795, US

Career Level: Entry Level

Category: Customer Service

Job Description

About Silgan Dispensing Systems:

Silgan Dispensing is a worldwide leader in the production of packaging solutions utilized daily by consumers globally. Our extensive range of trigger sprayers, pumps, fine mist sprayers, and closures serve prominent brands across personal care, beauty, fragrance, home, garden, and healthcare sectors.

Headquartered in Richmond, Virginia, Silgan Dispensing employs around 6,000 individuals across North America, South America, Asia, and Europe. We take pride in fostering a diverse workforce that is innovative, sustainability-oriented, respectful, inclusive, driven to excel, and focused on customer satisfaction, all united by the belief that we achieve the best results when we collaborate as One Team.

Our culture emphasizes engagement, teamwork, and accountability, enabling us to be the dispensing partner that brands depend on to expand their business.

Career Opportunity:

The Customer Service Representative plays a crucial role in serving as a bridge between customers and the company, ensuring exceptional customer satisfaction. This position involves addressing complaints, processing orders, resolving errors, answering account inquiries, handling billing issues, managing cancellations, and responding to various customer queries.

Key Responsibilities:

  • Deliver outstanding order entry, maintain customer accounts, verify pricing and availability, and manage all facets of customer orders from initiation to payment.
  • Communicate order status, provide requested documentation, and inform customers of shipping dates and tracking proactively.
  • Collaborate with the team to prepare quotes for sales inquiries from both potential and existing clients.
  • Record and manage quality and service complaints, ensuring proper assignment for prompt resolution.
  • Coordinate material returns related to complaints or customer-owned refills or repairs.
  • Engage with internal teams such as Material Planners, Transportation, Manufacturing, Commercial, Marketing, Quality, Billing, and Finance to support customer requests.
  • Maintain high delivery service levels for both external and internal customers by proactively monitoring open orders and communicating any delays.
  • Ensure a high level of responsiveness to meet departmental KPI targets.
  • Utilize customer portals as necessary to access EDI and shipping information.
  • Assist in the creation and upkeep of standard operating procedures (SOPs) for customer service.
  • Strive for maximum efficiency within a team environment and offer support to colleagues as needed.
  • Perform additional related tasks as assigned.

Qualifications:

  • Bachelor's Degree in Business Management or Industrial Engineering.
  • Experience with ERP systems (SAP, Oracle, Syspro, etc.).
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio).
  • Strong planning and organizational skills.
  • Excellent communication and interpersonal abilities.
  • Customer-focused mindset.
  • Effective influencing skills.
  • Meticulous attention to detail.

Disclaimer:

The above job description is intended to convey the general nature and level of work performed by the employee in this position. It is not an exhaustive list of all responsibilities, duties, and skills required. Job requirements may be modified to accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to their health and safety or that of others.

This job description does not imply that these are the only duties to be performed by the employee. Employees may be required to follow other job-related instructions and perform other job-related duties as requested by their supervisor in compliance with Federal and State Laws.

Silgan is an Equal Opportunity Employer, considering applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or disability, provided they can perform essential job duties with or without reasonable accommodation.

Silgan maintains a drug-free workplace.

EEO/M/W/Vet/Disability