Bilingual (English/Spanish) Service Support

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.

PRIMARY PURPOSE OF POSITION

To interact with customers 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. Provide backup to, customer service team and administrative position.
3. Provide support within Operations Team with monthly metric reporting and importing information into ISO Logs and spreadsheets.
   • On-Time Shipments Report (OTS) ? Monthly
   • Accuracy Reporting ? Monthly
   • Customer Generated Report Cards ? As Needed
   • Expedite Log ? Monthly
4. Assist in completing the CON/Transfer process, as well as, repacks and, repacks/relabels within P21 System for public warehouse shipments.
5. Complete Thank You Survey calls to new customers and work with them to complete the survey. Miscellaneous projects assigned by the Customer Service Managers and Operations Manager.
6. Become familiar with all processes and daily tasks of a Service Specialist in order to provide assistance within the team, as well as, PTO Coverage.
7. Adhere to the 2-hour call back policy.
8. Responsible for maintaining Quality Customer Service.
9. Responsible for continuous team improvement as it applies to meeting the needs of our customers.
10. Document all complaints regarding personnel or product and forward to the Customer Service Manager.
11. Provide account support for the Customer Service Manager in his/her absence.
12. Serve as a customer advocate within the company to ensure total customer satisfaction
13. Follow detailed work instructions
14. Actively participate in Lean meetings and Lean Blog postings