Customer Service Representative
PRIMARY PURPOSE : Maintain effective customer relations through prompt and efficient service, exercising judgment necessary to process customer orders, work with customers on forecast accuracy, and schedule delivery.
Serves as l iaison between customers, sales reps, production and shipping personnel. Overtime is occasionally required as is occasional flex of schedule.
ESSENTIAL DUTIES : Duties and responsibilities include the following. Other duties may be assigned as business demands.
- Create detailed specs and print cards for parts according to ISO procedures
- Create or obtain quotes as needed
- Process and distribute orders received from customers via phone, fax, and email or company personnel .
- Make changes to or cancel orders / backorders and communicates changes to the team
- Inform customers of prices, shipping date, anticipated delays and any additional information needed by the customer
- Receive, investigate and respond to all customer inquiries regarding shipments, products and complaints by implementing ISO procedures
- Create purchase orders for necessary materials
- Compile statistics and prepare various reports for management
- Maintain customer files
- Assist with answering house phones as needed
- Other duties may be assigned to meet business needs
KNOWLEDGE AND SKILLS :
- Strong communication, planning and organization skills
- Capability to read and interpret documents such as design specs and related ISO documents
- Mathematical ability to calculate figures and amounts such as percentages, costs, proportions
- Exhibit excellent phone etiquette
- Ability to think strategically, problem solve with a customer first focus
- Proficiency with MS Office products and other computer software
- Ability to multi-task, work independently, and prioritize workload in fast paced environment
PHYSICAL DEMANDS :
- Employee is regularly required to walk and talk and hear, stand and sit.
- Communicate on telephone and computer
- Vision requirements include close vision, distance vision, color vision, peripheral vision,
depth perception and ability to adjust focus.
WORK ENVIRONMENT : Grand Traverse Container is a manufacturing plant using corrugated paper. This work is performed in an office environment however often workers can be exposed to dust, odors, noise when in the shop area.
EDUCATION : Two (2) year degree or three (3) year relevant customer service experience or equivalent combination of education and experience that demonstrates the ability to do the job.
Q ualification S : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals Self motivated with strong drive to achieve results.
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