Customer Service Specialist

Customer Service Specialist (Open)

Responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organization's service standards. Works with little guidance and oversight. First level escalation of predominantly routine, customer problems and needs, but may require deviation from standard screens, scripts, and procedures. Typically possesses a high school diploma and 2-4 years of experience.

Key Responsibilities:

• Interacts with customers and Greif Sales to provide intermediate-level support and complex information on products and services.
• Maintains customer accounts and records of customer interactions with details on inquiries, complaints, or comments.
• Communicates pricing, shipping dates, and appropriate order information to the customers to ensure order fulfillment and satisfaction.
• Works with Accounting, Sales, and Brand Management to set pricing, credits, and shipping details for new and existing customers.
• Collects and enters orders for new or additional products or services through ERP System (LN).
• Maintains ship and samples logs to identify orders ready for scheduling.
• Arranges transportation of loads to ship or receive via BlueJay, working closely with the Logistics Team for issues or problems.
• Reconciles orders and records, creating a cradle-to-grave order packet to identify purchase order, order acknowledgment, and invoice/billing.
• Verifies billing in the ERP System, investigating potential issues behind billing errors.
• Weekly review and sign off of shipping variations and authorizations for Accounting.
• Provides historical data on customer orders, making recommendations for stock orders based on customer order history.
• Conduct monthly inventory entry into ERP System for counted materials.
• Assists Production with records maintenance, labels creation, and filing.
• Assists with problem-solving and root cause analysis for late deliveries and other customer issues.
• Participates in Plant Safety Activities, CBSQ, Safety Observations, Safety Training.
• Performs other duties as assigned.

Knowledge and Skills:

• Demonstrated skills in verbal and written communication.
• Proficiency in MS Office Suite and knowledge of ERP Systems (LN a plus).
• Basic knowledge of office equipment (i.e., copiers, fax machines, calculators, etc.).
• Good organizational and data entry skills.
• Attention to detail.
• Self-starter that can work with minimal supervision.

Compensation Range: The pay range for this position is $24.18 - $41.20. Typically, a competitive wage for new hires will fall between $27.00 to $30.00. 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.

Greif offers a comprehensive benefits package, including medical, dental, paid time off, and other competitive benefits which are available for eligible colleagues effective day one.