Customer Service Representative

Atlantic Packaging Products Ltd. is a company with a rich history, culture, and an indomitable spirit to do good. For the past 75+ years, Atlantic Packaging has worked towards preserving the environment and ensuring not a single tree is cut to manufacture boxes. We are proud to state that we save close to 14 million trees every year and continue to work towards achieving a greener planet!

Atlantic Packaging Products Ltd. is privately owned and is headquartered in Scarborough, ON.

Atlantic Packaging Products Ltd. has 6 US entities: York Container Pennsylvania, York Container Elgin, Skybox Packaging, Stand Fast Group, Blackhawk Corrugated, and Champion Container Corp; with locations in Illinois, Ohio, and Pennsylvania.

Position Overview:

The Customer Service Representative/Account Manager is responsible for communication with customers, entering orders and performing a variety of additional activities to facilitate an excellent customer experience while supporting Sales, Production and Shipping operations in order to maintain and grow sales within their assigned accounts.

Organizational Alignment:

Reports to the Customer Service Manager

Participates as a member of the Account Management Business Area Team (BAT)

Fosters close, cooperative relationships with all team members and internal customers

Our Culture:

At StandFast we expect all employees to instill our vision and core values into their everyday tasks. As we have grown as a company, we pride ourselves on our long-standing family dynamic that has helped us build a best place work environment. With you as part of our team, we can continue to grow as a company by living out our vision and core values.

Position Responsibilities:

Assist Sales team by maintaining accounts and developing strong customer relationships to support and promote current and future business opportunities

Develop strong, internal working relationships to support and promote efficient, timely, and accurate response to customers expectations while following company processes and

procedures

Works with Sale and Finance Teams to set up new accounts and update existing accounts

Communicate with customers regarding order status, estimates and quotations, order changes and confirmations, as well as any complaints or questions

Assists in resolving product/service problems by clarifying the customer's complaint; explaining the best solution to solve the problem, expediting correction/adjustment and following up to ensure resolution

Data entry on workflow requests for quoting and samples when necessary

Ensure accurate pricing for invoicing on all order processing and miscellaneous charges

Pricing authority on reorders within guidelines of initial pricing

Maintain accurate specs, pricing and customer files throughout company software (Amtech, IQ, Workflow, SharePoint, etc.)

Project manager on all new items by facilitating new item meetings, assist in gathering approvals, final CADs, spec accuracy, purchasing of materials and order processing

Purchase necessary materials or supplies from vendors on a timely basis to be used in production with accurate files and product information

Process orders on a timely basis while performing necessary quality checks for accuracy on both new and repeat items

Works with production staff while utilizing Amtech and CTI to achieve on time customer deliveries

Analyze customer warehouse programs and usage to ensure availability and min/max levels

Communication and information liaison between Sales and Production with support of all other internal departments

Knowledge, Skills and Attributes:

Understands and can communicate the package design, production and shipping process.

A problem solver

Ability to perform math functions including working with fractions and decimals

Proven ability to assimilate new information quickly

Capable of and enjoys project management in a fast pace environment

Advanced listening and questioning skills

Advanced oral and written communication skills

Strong organization and time planning skills, including follow-up

Extremely detail-oriented

A team player who is comfortable in a collaborative work environment

Patient and versatile in being able to adapt to many situations while maintaining composure even in difficult situations

People oriented with the ability to build relationships quickly founded on integrity and trust

Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)

Education/Experience:

High School diploma or equivalent is required; college and/or Sales or Customer Service coursework preferred

Minimum of 2+ years of customer service / customer relations experience

Superb customer service, computer and administrative skills as well as excellent verbal and written communication skills

Knowledge of the manufacturing process is highly preferred; corrugated manufacturing is a plus

Amtech knowledge is greatly preferred

The proposed salary range for this position is $50,000-$70,000