Customer Service Representative

Job Description


Job Summary:

The Customer Service Representative will primarily assist the inside and outside sales teams, focusing on managing customer communication and orders. The position is responsible for all aspects of customer order management, including receiving of the initial order, building client specifications, entering order into production software management system, and sending acknowledging order to the customer.

Duties/Responsibilities:

- Corresponds with customers to take orders, handle complaints, and provide any information they request

- Enters customer orders into system to meet customer requirement dates and prints customer acknowledgements

- Coordinates with Shipping Supervisor on customer orders, shipments, plans. Checks order status for customers to ensure on-time delivery and issues and delays are communicated in a timely manner for resolution

- Handles initial conversations with customers regarding complaints. Forwards complaint information to Quality Manager, Sales Manager, or Plant Manager

- Responsible for Customer Scorecards

- Issues purchase orders to Outside Processors. Checks order congruency to purchase order (QMP 5.0 ? Purchasing)

- Contacts customer regarding any discrepancies with the initial orders and communicates potential issues or on time delivery and status

- Makes corrections on orders in computer system and on purchase orders

- Checks inventory weekly against open orders

- Prints manifests and needed bills of lading

- Performs other duties as assigned

Education and Experience:

- High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience

Job Requirements


Required Skills/Abilities:

- Ability to read and comprehend simple instructions, short correspondence, and memos

- Ability to write simple correspondence

- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

- Ability to deal with problems involving a few concrete variables in standardized situations