Customer Service Representative

TransPak, Inc.; England; On-site; GBP 40,000 - 60,000; Full time

Job description

Div 137 - 8226 S 208th St g101, Kent, WA 98032, Req #1390

Monday, February 10, 2025

Who We Are

Originally founded in Silicon Valley in 1952, we’ve been a private, family owned and operated business since 1969. We are humbled by the long-term relationships with our customers, earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging.

Your Role

Position Summary: The Customer Service Representative will provide support and ongoing communication between our internal teams and the customer to deliver top-notch customer service. This role will ensure that all company guidelines are followed during the order entry process and establish trusted partnerships with our customers.

Essential Functions:

• Enter new orders, release blanket orders, and manage reschedules.
• Receive POs and send to Sales for approval to be processed.
• Follow company policies and procedures including site level SOPs.
• Respond to customer service group email in a timely and courteous manner.
• Provide customers with order confirmation and updates in a timely manner.
• Create work orders and communicate with internal teams appropriately.
• Provide top-notch customer service to internal and external customers.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Process customer orders/changes/returns according to established department policies and procedures.
• Problem-solve customer issues.
• Answer calls and direct accordingly along with responding to voicemails.
• Direct emails to appropriate parties.
• Process credit/rebills.
• Communicate with internal teams to ensure proper scheduling of orders.
• Work closely with the invoicing team on discrepancies.
• Provide front-desk support by greeting visitors, answering phones, managing appointments, handling correspondence, maintaining records, performing administrative tasks, addressing inquiries or issues, and supporting staff as needed.
• Assist with other projects as needed.

Education/Knowledge/Skills:

• Prefer 2+ years of experience in a customer service role.
• Associate degree or higher desired.
• Proven ability to interface in a collaborative, professional, and solutions-oriented manner.
• Professional communication skills, written and verbal.
• Ability to manage time and priorities independently in a fast-paced environment.
• Basic knowledge of ERP systems.
• Basic skills in Microsoft Office Suite: (Excel, Outlook, PPT, Teams).