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Customer Service Representative

2 months ago

Pekin, Illinois, United States Winpak Full time

Job Summary

We are seeking a highly organized and detail-oriented Customer Service Coordinator to join our team at Winpak. As a key member of our customer-facing team, you will be responsible for ensuring seamless order processing, customer satisfaction, and effective communication with internal stakeholders.

Responsibilities

Order Management

  • Receive and verify customer orders, ensuring accuracy and completeness.
  • Enter orders into our inventory management system, ensuring timely and accurate processing.
  • Verify order details, including quantities, pricing, and availability.
  • Coordinate with production teams to schedule orders and ensure timely delivery.
  • Maintain customer requested delivery dates and communicate any changes or delays.
  • Confirm orders, prices, and availability with customers, addressing any questions or concerns.
  • Follow up on orders through various channels, ensuring timely resolution of any issues.
  • Inform customers of delays, partial shipments, or other order-related updates.
  • Notify cash-in-advance customers of payment requirements.
  • Follow up on all backorders and prioritize customer requests.
  • Collaborate with shipping teams to resolve any shipment-related issues.
  • Communicate with customers regarding shipment delays and provide updates on resolution.
  • Advise internal teams of modifications to original orders and ensure accurate registration in our inventory management system.
  • Follow up on customer inventory levels and notify relevant parties of any changes.

Administrative Tasks

  • Maintain accurate and up-to-date price authorization records.
  • Ensure system prices match authorized prices.
  • Manage customer information files, creating new records as needed.
  • Communicate customer-specific requirements to internal teams.
  • Process related documentation and copies.
  • Perform other duties as required by management.

Customer Complaints

  • Initiate internal and external complaints through our quality management system.
  • Issue Return to Inventory (RTI) and credit/debit notes as necessary.
  • Update customers on complaint resolution progress.

Qualifications

  • Prior experience in a similar customer service role.
  • Ability to prioritize tasks and work independently under pressure.
  • Excellent organizational, analytical, and creative skills.
  • Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
  • Strong interpersonal and communication skills for effective cross-functional collaboration.

What We Offer

As a Customer Service Coordinator at Winpak, you will have the opportunity to work in a dynamic and fast-paced environment, collaborating with a talented team to deliver exceptional customer experiences. If you are a motivated and detail-oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity.