Customer Service Specialist

Job Description

Job Description

At Chase Plastics, we?re real people providing real solutions. As one of the Top 10 plastics distributors in the U.S., we strive every day to provide outrageous customer service to our valued customers throughout the U.S., Canada and Mexico. Our customers are shaping the world by making life-changing - and in many cases, life-saving - products in the medical, automotive, aerospace and industrial markets (among many others). We help them take their products from resin to reality by providing more than 18,000 specialty, engineering and commodity thermoplastics from some of the world?s leading suppliers and getting the right product(s) to them, when and where they need it.

Chase Plastics is proud to be recognized as one of the Best Places to Work in the industry by Plastics News (2016, 2018, 2020, and 2022 respectively) as voted by our employees. Some of the benefits our employees enjoy include:

Competitive wages and bonus program

Generous healthcare benefits including Health, Dental, Vision, Life, Disability Insurance and Flexible Spending Accounts

401(k) match program

Paid time off, holidays and paid volunteer day

Training program to support new hires

Ongoing professional and leadership development opportunities

Work hard, play hard company mentality

 

PRIMARY PURPOSE OF POSITION

To interact with customers, suppliers and sales force concerning orders and shipments in accordance with the Company?s objectives. Devote full time to the business and affairs of Chase Plastic Services, Inc., and to use your best efforts to perform faithfully and efficiently the responsibilities assigned to you. Responsible for providing friendly, high quality customer service to all customers through the effective management of responsibilities assigned to you. This would include receive, investigate and respond to all customer and sales staff inquiries regarding orders, status of shipments, product information, availability of inventory, complaints and custom stocking programs.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Predictable and dependable attendance is required.
2. Serve as a customer advocate within the company to ensure total customer satisfaction.
3. Adhere to the 2 hour call back policy for internal and external customers for phone, email and/or fax inquires.
4. Responsible for maintaining Quality Customer Service in accordance with Company Core Values (Core Ideology = Purpose + Core Values).
5. Responsible for timely, accurate processing of sales orders for assigned account managers and their customers while following detailed work instructions.
6. Work in accordance to all aspects of the Proactive Customer Service Model.
7. Proactively plan, organize and execute any external reports to ensure all orders are entered, shipped and invoiced in the time parameters expected.
8. Develop and maintain positive relationship with customer accounts, CPS Sales and internal customers.
9. Analyze Key Customer Inventory, Blue Folder and Sales Reports to ensure accurate inventory levels, confirm on-time shipments and evaluate potential areas of improvement.
10. Proactively manage custom stock, blanket PO?s and consignment inventory programs with goal of reducing the risk of both stock-outs and aged inventory.
11. Manage freight consolidation efforts for sales orders and work with sales to develop ways of reducing freight.
12. Issue proper paperwork for Returns and Credit/Debit Memos in a timely manner.
13. Responsible for Bill of Lading requests and processing to hit 48 hour receipt goal.
14. Provide backup to other Customer Service Team Members as needed in their absence (included but not limited to; Service Specialist, Receptionist, Operations Support, etc.).
15. Complete miscellaneous projects assigned by the Staff Manager(s).
16. Responsible for continuous improvement as it relates to the CS training matrix and cross training.
17. Responsible for continuous team improvement as it applies to meeting the needs of our customers as determined through metric performance.
18. Actively participate in team Best Practice and Training meetings as scheduled by the CS Managers.
19. Document all customer complaints regarding products or services and forward to the Customer Service Manager (QPA Team).
20. Become familiar with all products; learn the product line and specifics of each account.
21. Actively participate in Lean meetings and Lean Blog postings.
22. Travel with Account Managers as deemed by your manager.