Customer Service Representative

Customer Service Representative - Granite Falls - NC

Reporting to the Regional Customer Service Manager, the Customer Service Representative is responsible for sales and service support of an assigned area. Looking for a motivated employee for a fast-paced, growing company that is adaptive to changes.

Essential Functions and Responsibilities

• Provide in-house contact for Regional Account Managers, RTU Managers and Account Managers.
• Services all needs of Pregis Corporation customers with primary responsibility for assigned areas.
• Acquire and maintain product and technical knowledge.
• Develop and maintain customer contacts and administer service policies.
• Work with Inside Sales, PQA's, and AMs on customer pricing.
• Process orders, sample requests, etc., and maintain related information within the appropriate computer system
• Manage heavy call volume and high email traffic to support customers.
• Complete written documentation such as credits, debits, complaints, quotes, etc.
• Provide price quotes according to established limitations.
• Update and maintain price pages as needed.
• Maintain a professional atmosphere and relationship with internal personnel and customers to fulfill customer expectations.
• Work with Scheduling and Shipping to ensure orders ship on time and expedite orders when necessary.
• Administer assigned customer requests.
• Develop and maintain a relationship with customer base to retain/build business.
• Develop and maintain a partnership with the outside Account Managers to build the business.
• Perform inside sales functions when necessary.
• Adhere to company policies and procedures.
• Maintain a satisfactory level of knowledge on new and existing trends within the customer service industry

Competency (Knowledge, skills, and abilities)

• Excellent verbal and written communication and telephone skills
• Proficiency with computers (Microsoft Office 365, SAP)
• Excellent organizational/prioritization skills
• Solutions oriented
• Results focus

Environment

• Mainly office setting
• The position environment may vary and require a combination of outside work and inside work
• Based on the plant and time of the year, there could be varying degrees of high heat and cold weather
• Moderate humidity levels
• Moderate noise levels

Physical Characteristics

• Required to stand, walk and sit; talk and hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms
• Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds
• Frequent typing, keyboarding, and repetitive use of hands, wrists, and fingers
• Willingness to wear appropriate personal protective equipment, including hearing protection

Position Type

• Full time requiring onsite presence
• Hours vary based on operational needs
• Potential requirement to work outside of normal working hours
• Approximately 10% travel

Education and Experience

• 2-to-4-year degree desirable, or related years of experience
• 2 to 4 years' experience in customer service, business/marketing or related field
• Manufacturing background preferred
• SAP experience recommended
• Excellent verbal, written communication, and telephone skills

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