Customer Service Rep. (Account Manager)

Budnick Converting, Inc; Columbia (IL); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Vacation and holidays

Life insurance

Disability benefits

Medical, dental, and vision insurance

401K retirement plan with company match

Travel expense reimbursement

Job summary

A specialty adhesive products company in Columbia, IL, is seeking a Customer Service Representative to support customer interactions and order processes. Ideal candidates will have at least two years of customer service experience and strong communication skills. The role offers competitive hourly pay, benefits, and a modern office environment.

Qualifications

• 2+ years of customer service experience preferred.
• Coursework in general business or customer service topics desired.

Responsibilities

• Assist customers promptly and effectively to build loyalty.
• Document customer interactions accurately in call logs.
• Proactively contact existing customers to follow up.
• Work with sales representatives on customer business opportunities.

Skills

Excellent interpersonal skills

Good organizational skills

Problem-solving skills

Mathematical aptitude

Education

High School diploma or equivalent

Job description

Budnick Converting, Inc., headquartered in Columbia, IL (in the St. Louis, MO metropolitan area), is a privately held and female owned corporation. Budnick’s primary focus is specialty converting of adhesive coated tapes and foams. Budnick remains on the leading edge of adhesive tape converting technology; currently utilizing over 70 die‑cutting, slitting, laminating, printing (including flexographic printing), label making and spooling machines to convert materials into labor‑saving customized parts. For more information on Budnick, please visit our website at www.budnick.com.

Position Purpose

Customers are our 1st priority. Assist customers in a prompt, friendly, efficient and accurate manner that builds customer loyalty and confidence to ensure their repeat business. Work in conjunction with sales representatives, estimators, purchasing and production to ensure that customers’ needs are handled all the way through the life cycle of an order. In addition to responding to incoming requests, this role proactively contacts existing customers to build relationships, check in on their needs, and ensure they are receiving value from our products and services.

Quantitative Data

Must be able to remain in a stationary sitting/standing position for 75% of the time working from a cubical office environment. Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc., Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. This position requires frequent communication with customers and other employees; must be able to exchange accurate information in these situations.

Essential Functions

• Answer telephone calls (3rd ring or before) and emails (before the end of the day) from new and current customers, sales reps. and vendors in a courteous and professional manner. Respond as soon as possible to customer inquiries within 24 hours of last communication to customer; unless advised the response would be longer. Document and log relevant customer information in the call log for tracking purposes.
• Enter orders, answer questions, resolve problems, follow‑up to ensure promised deliveries are made and advise customers of availability, price and delivery schedules. Contact customer and/or sales rep. regarding any complication with an order (stock outages, back‑orders, delayed delivery, etc.)
• Work with sales representative(s) and estimators regarding customer business, new opportunities, follow‑ups on quotes and orders, and managing business as a team. Support all team members, covering for each other as needed to help take care of the customer. Be the point person for team meetings.
• Proactively contact existing customers to follow up, check on their needs and identify opportunities to improve their experience.
• Provide basic quotes out of the system or gather information from the customer and/or sales representatives for estimators to create quotes.
• Proactively work with all departments to solve problems encountered by the customer (credit hold, miss‑shipped product, vendor expedites, damages, defective products, etc.)
• Process requests for credit and/or pick up for return of product.
• Review the open order dashboard, monitor, make notes and adjust open orders at least 3 times per week.
• Work with vendors to gain an understanding of new and existing products and current promotions.
• Request samples from manufacturers as needed to ensure that chosen production methods are applicable.
• Perform duties safely and maintain high level of safety awareness.

Other Responsibilities

• Assist in the development of long‑term strategies & help implement the plan(s) developed. Communicate ideas and accomplishments to the Customer Service Manager.
• Assist in the training of new department employees.
• Alert Team Point Person to conditions that create delays or affect quality of production work in a timely manner, assisting in adjustments and changes needed to meet established deadlines.
• Follow operation standards and all department policies and company directives and assist with other projects and tasks as required by management.

Key Qualifications

Skills: Excellent interpersonal and communications skills required. Good organizational and problem‑solving skills a must. Should have a working competency with all office equipment. Good mathematical aptitude.

Ability: Conduct business in a professional, positive and courteous manner. Listen effectively, respond clearly, write legibly and read a variety of written orders/instructions. Work cooperatively with a variety of individuals. Adapt to interruptions, changes, emergencies, repetition and pressure without losing effectiveness and composure. Quickly grasp new concepts, approaches or systems. Employ resourcefulness when problem solving to meet customer needs.

Education: High School diploma or equivalent. Coursework related to general business, customer service or industry specific topics desired.

Experience: 2 plus years of customer service experience preferred.

Employment Details

Hours: 8:00am – 4:30pm (in‑office position)

FLSA Class: Non‑Exempt

Reports To: Customer Service Manager

Salary: $18-$20/hr., paid bi‑weekly, depending on experience. Eligible for profit sharing after 3 years.

Benefits

We offer a full‑benefit package including the following benefits that are paid 100% by the company: vacation, holidays, $25,000 in life insurance and short‑term and long‑term disability benefits. We also offer medical (premium cost shared with the company – we pay 100% of premiums for employee basic plan), dental & vision insurance. Insurance benefits start on the 1st of the month after 60 days of employment. 401K retirement plan with a company match of 25% of the first 6% the employee contributes (match starts bi‑annually after 1 year of employment). Reimbursement of travel expenses that includes meals, flights, rental cars, gas and hotels. Profit sharing starts after an employee has been with the company for 3 full years.

Our Work Environment Includes

• Modern office setting
• Casual work attire
• Relaxed atmosphere
• On‑the‑job training
• On‑site workout equipment
• Safe work environment

Application Process

Interested Candidates should apply on‑line at www.budnick.com, under About Us – Careers.

Equal Opportunity Employer

Equal Opportunity Employer

Legal Disclaimers

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL JOB DUTIES PERFORMED BY THE PERSONNEL SO CLASSIFIED.

Location and Hours

Location: 340 Parkway Drive, Columbia, IL 62236.

Hours: M-F 8am – 4:30pm CST