Customer Service Representative

Mauser Packaging Solutions; Edmonton; On-site; CAD 42,000 - 62,000; Full time

Job summary

Mauser Packaging Solutions is seeking a proactive Customer Service Representative to establish and grow relationships with customers, handle order entry and inquiries, and advocate on behalf of clients. You will manage inbound calls, confirm orders, track shipments, and coordinate with Sales, Purchasing and Operations to resolve issues.

The ideal candidate has 2-3 years of customer service experience, strong communication skills, and proficiency with Microsoft Office; ERP experience with SAP or

Qualifications

• 2-3 years of customer service experience preferred or required.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Associate or bachelor’s degree preferred but not required.
• Strong time management and multi-tasking skills.
• ERP experience with SAP or Sage is required.

Responsibilities

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Effectively handle inbound phone calls from current and potential customers.
• Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
• Understand customer needs and requirements by providing exceptional customer service.
• Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
• Review plant delivery schedules versus requested dates and resolve any conflicts.
• Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicate with Sales Representatives, Purchasing, and Management as needed.
• Process claims including shortages, damages, quality issues and any miscellaneous items.
• Initiate issuing of credits, return authorizations and pallet returns.
• New account information entry as well as maintaining accurate information on current accounts.
• Performs other duties as assigned.

Skills

Customer service

Verbal and written communication

Time management

Multi-tasking

ERP experience

Education

Associate degree

Bachelor's degree

Tools

Microsoft Office Suite

SAP

Sage

Job description

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Effectively handle inbound phone calls from current and potential customers
• Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
• Understand customer needs and requirements by providing exceptional customer service
• Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
• Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicate with Sales Representatives, Purchasing, and Management as needed.
• Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
• Initiate the issuing of credits, return authorizations and pallet returns.
• New account information entry as well as maintaining accurate information on current accounts.
• Performs other duties as assigned.

JOB DESCRIPTION

• Establish and grow relationships with customers by communicating, advocating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Effectively handle inbound phone calls from current and potential customers
• Communicate and follow up on order confirmations, changes and cancellations to both customers and internal team members.
• Understand customer needs and requirements by providing exceptional customer service
• Determine efficient shipping methods for order fulfillment and track orders to ensure they are shipped and delivered in a timely manner.
• Review plant delivery schedules versus requested dates and resolve any conflicts. Track and communicate any changes and potential service issues to the customer.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicate with Sales Representatives, Purchasing, and Management as needed.
• Process claims which includes any shortages, damages, quality issues and any miscellaneous items.
• Initiate the issuing of credits, return authorizations and pallet returns.
• New account information entry as well as maintaining accurate information on current accounts.
• Performs other duties as assigned.

Requirements

• Minimum 2-3 years customer service experience preferred required.
• Strong verbal and written communication skills.
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Associate or bachelor’s degree preferred but not required.
• Strong time management and multi-tasking skills.
• ERP experience required (ex. SAP, Sage).
• Ability to work with all areas of the business including plant and sales personnel.

About Us

Do you want to work with people who are dedicated to innovation and making the world a better place? Do you want to build a career with a company that provides opportunities for growth and development?

Mauser Packaging Solutions is that company.

Our mission is to help our customers achieve better sustainability with their packaging. And we do that by giving our people the opportunity to do important work, solve interesting problems and be part of a diverse, forward-looking team.

At Mauser Packaging Solutions, you can be proud to work for a company that’s always striving to innovate and serve customers better—and help them be better stewards of the environment.

Whether you’re a seasoned professional—or just beginning your career—there’s a place where you can help make a difference at Mauser Packaging Solutions. Join us!

Mauser Packaging Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.