Customer Account & Order Success Specialist

C-P Flexible Packaging; Buffalo (NY); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Paid holidays

Life and AD&D insurance

Short-term disability

Employee Assistance Program

Job summary

C-P Flexible Packaging in Buffalo, NY is seeking a Customer Service Representative to act as the liaison between external customers and the organization, handling orders from placement through delivery. The role requires proactive communication and independent account management.

The successful candidate will monitor orders, provide timely updates, and collaborate with sales and manufacturing to address delays and fulfill customer expectations.

Qualifications

• Education: High School Diploma required, but some college education and/or bachelor's degree are preferred.
• Experience: successful experience in a customer service related position, preferably with experience in managing customer forecasting and demand information.
• Effective communication skills to successfully collaborate both internally and externally to exceed customer expectations.
• Ability to assume leadership role and fully manage details of customer accounts and projects.
• High level of proficiency using Microsoft Excel and ability to develop and modify spreadsheet applications as needed.
• Familiarity with database reporting writing program(s) in order to utilize company ERP information.
• Proficient ability to modify reports to customer specific needs.
• Ability to work independently and analyze problems to make sound business decisions.
• Strong organizational skills and attention to detail.
• Maintain positive relationships within a team environment.
• Maintain a positive and flexible attitude.

Responsibilities

• Adhere to all company safety policies and put safety first in all responsibilities.
• Demonstrate and foster CP Core Values.
• Receive and process customer orders while screening information for accuracy and completeness.
• Monitor customer orders throughout the graphics and manufacturing processes, advising customers and sales representatives of any significant delays and providing alternatives to ensure customer expectations are fulfilled.
• Partner with sales and manufacturing groups to analyze customer forecasts and requirements to develop and maintain customer-specific programs/models.
• Initiates customer releases for all shipments and ensures delivery dates are met. Coordinates the expediting of rush shipments and monitors their progress.
• Supply analysis and reports to management groups as requested.
• Proactively manages customer finished goods inventory levels.
• Maintain customer profiles, pricing and customer order status reports.
• Manage customer complaints and returned goods initiation.
• Contribute in the daily schedule meeting with customer service, department managers, production schedulers and materials manager.
• Evaluates policies and procedures to determine new, improved and streamlined approaches to better serve customers' needs.
• Provide reporting as required to customers, sales and management groups.
• Build customer loyalty through positive customer engagement and service excellence.
• Maintain customer service processes, standards and metrics to support the customer-centric organization.
• Support technology and innovative service solutions to maintain an "ease of doing business" environment.
• Partner with operations/supply chain groups to ensure a best-in-class customer experience.
• Other duties as assigned.

Skills

Communication skills

Leadership

Excel

ERP knowledge

Data reporting

Education

High School Diploma

Bachelor’s degree preferred

Job description

C-P Flexible Packaging in Buffalo, NY is seeking a Customer Service Representative to act as the liaison between external customers and the organization, handling orders from placement through delivery. The role requires proactive communication and independent account management.

The successful candidate will monitor orders, provide timely updates, and collaborate with sales and manufacturing to address delays and fulfill customer expectations.