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Client Relations Specialist

2 months ago

Pico Rivera, California, United States Bay Cities Full time

Position Title: Customer Service Representative

Company Overview: Bay Cities, an Employee Owned Company, stands as a premier creative packaging and display partner for brand marketers, retailers, and e-commerce businesses. Our dedication, expertise, technology, and consumer insights drive product movement and enhance sales.

Our Mission: Our Passion Powers Your Product

Core Values:

  • Creativity: Our innovative ideas foster Client success.
  • Passion: We approach our work with heart and a strong Customer Service mindset.
  • Integrity: We uphold our commitments to both business and the environment through sustainable practices.
  • Responsibility: We take ownership of our actions.
  • Safety: Our commitment to safe work practices protects everyone.

Role Summary:

The Customer Service Representative is responsible for engaging with clients, processing orders, and performing various tasks that nurture exceptional customer relationships while supporting efficient manufacturing and shipping operations. This role involves maintaining ongoing communication with designated clients and sales personnel, utilizing product knowledge to serve as a vital link between the customer and the company.

Key Responsibilities:

  • Record and manage orders and inquiries received through various channels.
  • Provide information on pricing, availability, and scheduling within established guidelines, negotiating delivery dates as necessary.
  • Recommend alternative products or services to fulfill customer requirements.
  • Coordinate delivery schedules and assist sales/design teams in dispatching samples to clients.
  • Verify credit within set limits and confirm orders.
  • Resolve routine customer complaints and issues effectively.
  • Act as a communication bridge between clients and sales teams to ensure prompt responses.
  • Monitor order activity and notify relevant staff of potential delivery challenges.
  • Oversee warehouse inventory levels and manage replenishments.
  • Handle multiple accounts of small to medium complexity.
  • Accurately input customer orders into the ERP system, ensuring current pricing and production specifications.
  • Assist in the arrangement of artwork and labels to ensure timely order fulfillment.
  • Communicate order statuses to clients promptly, working to de-escalate issues and reset expectations.
  • Relay order modifications to Production, Design, and Shipping teams.
  • Generate estimates and quotations for clients as needed.
  • Coordinate warehouse inventory management and shipping quantities based on established criteria.
  • Contribute to improving the company's collection rate and collaborate with various departments to resolve payment and credit issues.
  • Perform duties safely, adhering to all safety protocols.
  • Track warehouse items to ensure availability and compliance with minimum/maximum levels.
  • Input design requirements into the CRM for new projects.
  • Close orders in the CRM upon receipt of purchase orders or contracts.
  • Create specifications and monitor inventory for packout.
  • Execute other related tasks as assigned.

Qualifications:

  • High school diploma or GED required; college degree preferred.
  • Five or more years of customer service experience in a manufacturing environment, ideally within the corrugated sector.
  • Excellent phone etiquette and professional communication skills with customers and team members.
  • Proficient in mathematical functions, including working with fractions and recording accurate quantities.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Strong attention to detail and organizational skills.
  • Proficient in MS Office, particularly Excel and PowerPoint; experience with Amtech Business System is advantageous.
  • Valid Driver's License with a clean driving record.

Core Competencies:

  • High ethical standards and alignment with organizational goals and values.
  • Demonstrates energy and enthusiasm for the role, balancing work with a positive attitude.
  • Operates with a customer service orientation, building strong relationships with all stakeholders.
  • Takes ownership of responsibilities and fosters a collaborative team environment.
  • Exhibits strong project management skills, effectively prioritizing tasks.
  • Displays creativity and resourcefulness in problem-solving.
  • Possesses excellent communication and interpersonal skills.

Additional Information:

  • Must be a US Person (citizen, lawful permanent resident, refugee, or asylee).
  • Up to 25% travel may be required.
  • Physical requirements include the ability to lift up to 50 pounds and perform tasks in a moderate noise environment.
  • Pre-employment verifications include background checks, drug screening, and physical examinations.

Bay Cities Corporation is an Equal Opportunity Employer. M/F/D/V