Customer Service Representative

Customer Service Representative (Open)

Greif is a global leader in performance packaging located in 40 countries. The company delivers trusted, innovative, and tailored solutions that support some of the world's most in demand and fastest-growing industries.

With a commitment to legendary customer service, operational excellence, and global sustainability, Greif packages life's essentials - and creates lasting value for its colleagues, customers, and other stakeholders.

Our Vision:

To Be the Advantage That Helps Our Customers Win.

Our Purpose:

Creating packaging solutions for life's essentials.

Role Overview:

Respond to customer inquiries via telephone or email to provide problem resolution in accordance with the Organization's service standards. Works mostly independently. Second level escalation of customer problems and needs which most likely require deviation from standard screens, scripts, and procedures. May also be assigned to more complex and/or important products, services, and promotions.

Major Responsibilities:

• Serves as the primary contact between Greif and its customers.
• Strengthens and maintains favorable relationships by listening to customers regarding our products and services and finding the best solution for the customer.
• Receives customer orders (via e-mail or telephone) and assures accurate and timely entry into applicable ERP software.
• Provides accurate and timely communications to customers, field sales, and the plant on any aspect of order fulfillment, such as pricing, specifications, plant production timelines, shipping, delivery dates, etc.
• Manage transportation and logistics regarding customer deliveries, dispatching, and coordinating outside freight using our Freight Management System.
• Receives customer complaints and communicates information to appropriate internal resources to implement formal complaint procedures. In conjunction with those internal resources, secures authorization for the return of materials, initiates returned sales procedure, and prepares credit requests.
• Responds to customer requests for samples or specifications and other services. Involves field sales personnel as appropriate.
• Assist in resolving and preparing documents for billing corrections.
• Assists in setting up new customer accounts.
• Assists in the orientation and training of other employees as requested.
• Develop knowledge of products, policies, and procedures necessary to perform job duties.
• Maintains excellent records.
• May participate in problem-solving teams for continuous process improvement.
• Review inventory levels with sales representatives to minimize inventory orders
• Assist in the development and maintenance of item specifications.

Knowledge/Skills & Education:

• High school diploma or equivalent required, along with a minimum of 3 years of customer service or account development experience in an industrial/manufacturing environment
• Demonstrated skills in verbal and written communication.
• Solid knowledge of products and services.
• Proficient computer skills with the ability to learn new software. MS Excel is required, and ERP Systems knowledge is a plus
• Good knowledge of basic office equipment
• Good organization and data entry skills and attention to detail.
• Self-starter that can work with minimal supervision.
• Demonstrated skills in verbal and written communication.
• Data entry for pricing
• Centralize COUPA/Purchasing reviews and POs
• Drop and rental trailer pool tracking
• Performs other duties as assigned.

Compensation Range:

The pay range for this position is $22.40 - $38.17 annually. Typically, a competitive wage for new hires will fall between $25.00 to $29.00 annually. Offers for this position may vary based on market data and other factors such as job-related knowledge, skills, experience, and geographic location. The position may also be eligible for a short-term incentive.

Benefits Statement:

Greif offers a comprehensive benefits package, including competitive core benefits, paid time off, and a range of local benefits for eligible colleagues.

Greif is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sex, race, religion, age, national origin, color, disability, veteran status or any other legally protected characteristic.