Customer Service Representative (Cleveland)

Join the Flexcon Team!

Flexcon Company, Inc. is a purpose-driven innovative company. A global, family-owned manufacturer of coated and laminated films and adhesives, products are used as functional components in manufactured goods and in graphics applications. Since 1956, Flexcon has supplied products for a wide range of industries including packaging, medical devices, automotive, durable labeling and more.

We are currently seeking candidates to fill a Customer Service Representative role. Primary inside contact for Flexcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively maintain and grow business at existing and new Flexcon accounts.

What will you do in this role?

• Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce.
• Also responsible for inquiries from sales, tele sales and distribution centers
• Recommend, quote, sample and sell standard stock products
• Document opportunities where standard stock product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion
• Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
• Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations.
• Recommend alternative product constructions if required
• Monitor open work orders and expedite as needed
• Proactively notify customers of late or problem orders and any standard product alternatives to assist customer
• Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments
• Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to standard stock product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
• Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
• Handle complaints for pricing mistakes, order entry errors and customer accommodations
• Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which Flexcon participates as well as to uncover missed opportunities in which Flexcon is not participating
• Assist with order entry overflow for repeat orders
• Assist with standard price quotations overflow
• Responsible for entry of new customer information
• Contribute to Customer Service Improvement Teams as required
• Ability to use problem solving skills and a “can-do attitude” to overcome obstacles
• Cross train new employees when appropriate

What does it take to be successful in this role?

• Bachelor’s degree or equivalent business experience.
• 2-3 years' previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred.

What’s in it for YOU?

• Competitive Compensation & Annual Bonus Program
• Medical, Dental, Vision, and Life Insurance
• Tuition Reimbursement Program
• 401K Match
• Casual Work Environment
• Career Development Opportunities
• And more!

At Flexcon, we offer a comprehensive compensation and benefits package that includes base salary, healthcare coverage (medical, dental, and vision), life and disability insurance, 401(k) with company match, paid time off, wellness programs, and tuition assistance. Based on region, the expected hourly wage for this position is $21.63 - 35.00.

The posted salary range is intended to provide a general idea of compensation. Actual compensation may vary depending on experience and other job-related factors. We take regional market differences into consideration to ensure fair and competitive pay in each area.

By applying to this job and providing your mobile number, you are agreeing to receive an initial text from Flexcon, which you will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

By applying to this job and providing your mobile number, you are consenting to receive text messages for recruitment-related purposes, such as scheduling or application updates. You will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.