Customer Service Representative

Customer Service Representative

An opening exists for a Customer Service Representative position, based out of Porex's Fairburn, GA manufacturing site. This position will be responsible for managing all customer interactions relating to the order fulfillment lifecycle, from order entry to delivery. This role serves as a key liaison between customers and internal teams, ensuring accurate communication, timely order processing, and seamless resolution of issues. Reporting to the Global Customer Support Leader - Americas, the CSR plays a critical role in supporting our mission of delivering superior customer care.

Responsibilities

Customer Advocacy:

• Act as the primary point of contact for assigned customer accounts, new account set-up, handling inquiries, processing orders, price changes, and resolving issues promptly and professionally.

• Represent customer needs across internal teams, advocating for timely resolution of delivery, pricing, or quality concerns.

• Develop a strong understanding of customer preferences and requirements to deliver tailored service.

Order Management:

• Process customer orders received via phone, email, or EDI, ensuring accuracy and efficiency in order entry and acknowledgment.

• Process sample orders.

• Proactively monitor order status and communicate any changes or potential delays to customers.

• Coordinate with Production, Scheduling, and Quality teams to resolve delivery challenges or product quality concerns.

Cross-Functional Collaboration:

• Partner with Sales and Product Development teams to provide updates on project statuses and deliverables.

• Collaborate with Marketing to gather customer feedback and share insights for continuous improvement.

• Partner with PDE and AEs to manage sample room SKUs and inventory levels.

• Support Sales Managers by providing insights on customer trends, satisfaction levels, and opportunities for upselling or cross-selling.

Data and Insights:

• Maintain accurate records in ERP systems, ensuring customer data integrity (correct quantity, pricing, specification levels) and streamlined order tracking.

• Enter customer forecasts in BI and notify Sales Managers of any changes.

• Manage SFDC incoming cases, assigning to responsible party.

• Monitor account performance and provide feedback to support forecasting and strategic planning initiatives.

• Identify trends and opportunities within assigned accounts to drive customer satisfaction and retention.

Core Competencies:

• Customer-Centric Mindset: Demonstrates a passion for creating positive customer experiences and solving problems efficiently.

• Communication: Exhibits strong verbal and written communication skills, capable of effectively managing customer relationships.

• Technical Skills: Proficiency in ERP systems, Microsoft Office Suite, and CRM tools.

• Collaboration: Ability to work cross-functionally with internal teams to achieve shared goals.

• Problem-Solving: Proactively identifies issues and implements solutions, maintaining a calm and professional demeanor.

Qualifications

Education:

Bachelor's degree in Business Administration, Communications, or a related field preferred. Equivalent training and/or experience considered.

Experience:

• 2-3 years of experience in customer service or account management, ideally in a manufacturing or technical environment.

• Possess strong initiative, ability to prioritize, set personal goals and work autonomously.

• Possess excellent verbal (including presentation), analytical and written skills.

• Demonstrated ability to handle multiple priorities in a fast-paced setting while maintaining attention to detail.

• Relationship Building – at all levels with high empathy to determine what the critical needs of each individual customer.

• Influence well at all levels of the organization and around key tasks and priorities.

• Ability to travel occasionally to meet with customers or attend training sessions (up to 10%).

• Adept at using technology for effective management of responsibility: CRM software, Internet, Microsoft Office Suite, ERP/CRM databases, etc.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell in a factory/warehouse facility, confined spaces and the use of personal protective equipment. The employee must occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. You'll need steel toe shoes.