CUSTOMER SERVICE REP / ACCOUNT MANAGER

Job Summary:

The Customer Service Representative will be tasked with assisting and supporting Sales team members in selling the company's products and services. In addition, this role will be responsible for assessing the customer’s needs, discussing opportunities with internal stakeholders, and assisting the sales team in closing sales and placing orders. This role also requires general administrative office activities, such as filing, copying, records maintenance, typing, word processing, faxing, mail distribution and may also be responsible for the maintenance of office equipment and supplies. Assists others and the department with daily functions as needed.

Duties and Responsibilities:

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned and are subject to change at any time due to reasonable accommodation or other reasons.

• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately.
• Order processing: Process orders, provide confirmation receipts and estimated ship dates, give order status, process credit card orders and RMA’s.
• Sales support: Support regional sales managers with updates to ensure opportunities are kept current and accurate.
• Order Tracking/Status: Provide order status and backlog reports, track key customer activity, update customers as needed and provide continual feedback.
• Answering customer calls/customer interface and taking customer orders.
• Input customer orders into the ERP System and update customers on the status of their orders.
• Liaison between sales and corporate administration, resolving problems and ensuring information to provide to necessary parties in an accurate and timely manner.
• Provides administrative support and assistance.
• Complete all required continuous learning training, including safety, compliance, and job specific.

• Other duties as assigned. Duties and responsibilities may vary slightly depending on branch location

Required Skills/Abilities:

• Excellent written and oral communication skills including an ability to communicate with the senior leadership team, customers, and internal/external stakeholders.
• Proficient in MS Office Suite (Excel, Word, PowerPoint).
• Must be a positive team player who is accountable for initiating and monitoring projects through to completion in a challenging and changing environment; includes working with and being dependent upon a broad range and level of personnel.
• Flexibility under competing time requirements and changing deadlines. Excellent focus and a good sense of priorities.
• High energy, versatile, self-directed, with effective analytical and organizational skills.
• Occasional travel may be required.

Education/Experience/Certifications:

• High School Diploma or GED required associate degree helpful.
• 4 years of job experience minimum in customer service or sales support.
• Packaging industry experience beneficial

NOTE: The physical demands and work environment characteristics described below are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodation may be made, upon request, to enable qualified individuals with disabilities to perform these essential functions.

Physical Demands:

Administrative Support Workers primarily perform sedentary work involving extended periods of sitting or standing at a workstation. The role requires frequent computer use, document handling, and verbal and written communication. Employees must be able to exchange information in person, by phone, and electronically. Limited movement within the office and occasional trips to warehouse or meeting areas may occur. Employees may occasionally lift or move materials up to 25–30 pounds, consistent with ADA guidance for general office roles.

Work Environment:

Work is performed in a professional, climate-controlled office setting with a generally quiet noise level. Occasional exposure to moderate noise or environmental changes may occur when visiting warehouse areas or off-site locations.