Customer Service Associate

Silgan Plastics; Pennsylvania; On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in the plastics industry is seeking a Customer Service Representative to manage client orders and inquiries. The role requires strong communication skills and attention to detail, ensuring customer satisfaction and efficient order processing. The ideal candidate will have experience in customer service and proficiency in Microsoft Suite, particularly Excel. Join a dynamic team dedicated to delivering quality service and building lasting customer relationships.

Qualifications

• 3 to 5 years Customer Service experience required.
• Strong working knowledge of Microsoft Suite, especially Excel.

Responsibilities

• Manage customer orders and inquiries promptly.
• Communicate effectively with Sales and Manufacturing teams.
• Process customer complaints and ensure resolutions.

Skills

Communication

Attention to Detail

Customer Service

Education

High School diploma or GED

College business degree

Tools

Microsoft Suite

ERP system

Job description

SUMMARY DESCRIPTION:

Process orders, satisfy the customers' requirements and deliver as promised. React quickly, accurately, and competently to all customer requests. Develop an ongoing and strong relationship of trust and honesty with the customer. Communicate customer requirements and issues effectively to our Sales & Manufacturing personnel and Technical Support Group. Enforce Silgan Sales policies, procedures, and resolve any deviations with proper authority.

MAJOR RESPONSIBILITIES:

Communications:

• Daily management for assigned customers.
• Answer telephone/ email quickly, in a friendly manner and with a positive attitude.
• Learn details of key accounts to stay "on top of" orders and issues. Be prepared to answer telephone/email inquiries immediately.
• Work with scheduling, purchasing, specifications, manufacturing, sales, pricing, technical group, and mold control to satisfy and/or follow-up accounts.
• Daily management and follow-up on accounts/orders to ensure customer will be satisfied (review open orders, check inventory, production and shipments).
• Continually follow up with customer to review needs and obtain releases.
• Communicate regularly with customers identifying opportunities for additional business or repeat orders.
• Obtain and provide feedback/communication with Sales regarding customer problems and new interests.
• Reply to customer inquiries expediently.

Order Entry:

• Process orders, ensure complete order information including part numbers, pricing, quantity, purchase order number, shipping addresses, billing addresses, customer part numbers/pos are included from the customer. Data entry to be updated in system right the first time.
• Prepare art deco requests and coordinate with customer for complete information and to ensure artwork and specifications are processed and approved for production.
• Verify information on purchase orders for consistency with orders in the system and policy. Pack spec requests - new cartons or changes to existing cartons updated.
• Customer supplied labels - work with suppliers to ensure timely delivery of labels for production run.
• Review and send to the Technical team all customers bottle specs to ensure they are producing the bottle according to customers' specs and provide pre-shipment samples where required.
• Cut-in orders, bottle, deco, resin, gram weight, neck finishes, etc., for applicable plants.
• Tooling orders, models, etc., work with customer and sales to provide all necessary information and price on orders.
• Enter alternate resin qualification cut-ins at applicable plant.
• Run/Review Key tools and reports to effectively manage assigned accounts (Silgan/Customer portals and EDI included)

Pricing:

• Knowledgeable of sales policies to ensure that all applicable charges are added to orders (color flush, gram weight charge, material change charge, label change charge, etc.).
• Confirm orders and pricing in system match. Investigate pricing discrepancies, provide all information for resolution and follow up accordingly.
• Run weekly Price Change control report and ensure system is updated to minimize any manual overrides.
• Write and send disallowance correspondence when pricing discrepancy is not justified.
• Send price change notifications to customers in advance to ensure proper and prompt payment of invoices with new prices.

Inventories and Shipments:

• Daily review of inventory/production/shipments and reports.
• Communicate inventory and shipments information to the customer.
• Obtain releases/ set up deliveries and communicate to the plants.
• Follow up with customers for past due for shipments.
• Obtain warehousing agreements ensuring policy is followed and communicated with customer and account manager.
• Write up invoice request for warehousing charges.
• Regularly review and execute appropriate plan for customer's warehousing charges.
• Verify inventory of finished goods and all raw materials before any order is closed out or decreased to ensure all raw materials and finished good are accounted for and dispositioned.

Complaints:

• Obtain information from customers/sales on complaints.
• Process complaints and send notification to plant management for approvals to proceed.
• Follow up on complaints to be answered and resolved.
• Notify management of unresolved (30 day old) complaints.

New Customer Inquiries:

• Be alert for all new customer inquiries and forward information to account manager.
• Be aware and interact with existing customers for new projects/opportunities.
• Document any new information and pass along email to appropriate account management to capture new business opportunities.

EDUCATION:

Required: High School diploma or GED equivalent. College business degree preferred.

EXPERIENCE:

Required: 3 to 5 years Customer Service experience

SKILLS:

Required: Strong working knowledge of Microsoft Suite (with major focus on Excel functionality- this is critical in the role and used daily), strong verbal and written communication skills, high level of attention to detail.

Preferred: Working knowledge of an ERP system. (Preferred experience with Oracle).

Silgan Plastics is a drug-free workplace.

LIMITATIONS AND DISCLAIMER (Non-Canada)

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.

Silgan is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation of any other protective status.

Silgan is a drug-free workplace.

LIMITATIONS AND DISCLAIMER - Canada

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to accommodate individuals with disabilities. Silgan endeavors to provide accommodations to individuals with disabilities to perform their essential job duties as long as the accommodation does not pose an undue hardship on the company's operations and does not pose a direct threat of substantial harm to the employee or others.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Employment is always subject to the Silgan's rights as employer, including the right to end employment in accordance with Provincial Law.

Silgan is an equal opportunity employer. We consider applicants for all positions without regard to any ground protected under Provincial human rights laws.

Silgan is a drug-free workplace.