S Customer Service Representative

Hood Packaging Corporation; Burlington; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading company in the packaging industry is seeking a Customer Service Representative responsible for engaging with customers, managing orders, and resolving issues. Ideal candidates should have a background in manufacturing customer service, possess strong communication skills, and be adept at using computer systems. This role offers opportunities for professional growth in a dynamic office environment.

Qualifications

• 3-5 years customer service experience in a manufacturing environment OR 1 year experience with a 2 Yr Degree.
• Ability to deal courteously with customers and prioritize effectively.

Responsibilities

• Interact with customers to process information and manage orders.
• Investigate and resolve customer complaints promptly.
• Maintain customer database and manage invoicing.

Skills

Communication

Decision Making

Organizational Skills

Computer Skills

Education

High School Diploma or GED

2 Yr Post Secondary Degree/Diploma in a related field

Tools

QAD Systems

Excel

Job description

SCOPE OF POSITION

The Customer Service Rep is responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests as well as managing all internal processes related to customer orders.

PRINCIPAL RESPONSIBLITIES

Within the limits of applicable policies, procedures and established plans, he/she has authority to take action and make decisions. The assignment of work or delegation or responsibility does not relinquish responsibility for results. Performance will be measured by the extent to which the responsibilities have been fulfilled.

Functional Responsibilities

%

• Order entry - ensure the sales order correctly reflects the customer’s requirements and the order is priced correctly.
• Respond promptly to customer inquiries, concerns & requests.
• Investigate and resolve customer complaints in a timely manner; communicate and coordinate with internal departments as required. Generate corrective action reports;
• Maintain up-to-date log of customer complaints.
• Coordinate returns; prepare samples; investigate & report on shipping problems; prepare debit/credit requests; review NCPRs for internal action.
• General office duties and other communications, reports and follow-up.
• Complete customer surveys annually & for Management Review
• Periodically audit shipping and receiving process
• Maintain Current Item and Customer information in QAD system, FA reports, and Sales Order output.
• Direct customer contact and maintenance of inside sales for designated customers and product lines
• Manage customer database; maintain files .
• Invoicing and credits
  
  

KEY WORKING RELATIONSHIPS

• Customers, daily, for communication for orders: placement, updating, changing, coordinating, confirming, problems and issues
• Salespersons, daily, for communication on customer issues, problems, complaints, delivery
• Accounting Department, daily, for verification or orders shipped
• Shipping Supervisor, daily, for shipping deliver times and information
• Scheduling/Purchasing, daily, for lead times and paper availability
• Production, Printing Supervision, daily, for order status, updates and changes
• Graphics Department, daily, for artwork needs, status, problems, issues and changes
  
  

Functional Requirements

• Regular use of computers, MIS, QAD systems, telephone and misc. office equipment
• Must organize complex tasks & meet deadlines.
• Understand and follow the food, safety, and quality procedures.
  
  

PHYSICAL DEMANDS

• Light physical effort
  
  

WORK ENVIRONMENT

• Office
  
  

Qualifications

Education & Experience

• High School Diploma or GED with 3-5 years customer service experience in a manufacturing environment OR 2 Yr Post Secondary Degree/Diploma in a related field with 1 year experience in customer service in a manufacturing environment
  
  

Skills

• Excellent verbal and written communication
• Excellent telephone skills
• Ability to effectively, courteously and diplomatically deal with all types of customers, sales and department conditions
• Excellent computer skills, specifically Excel
• Ability to make sound decisions and correctly set priorities for customer orders and adverse situations