Customer Service Representative

Flexcon; Cleveland (OH); On-site; USD 30,000 - 48,000; Full time

Benefits offered by this job

Annual bonus program

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Casual work environment

Tuition reimbursement

Job summary

Flexcon Company, Inc. is seeking a Customer Service Representative to be the primary inside contact for customers, owning fulfillment, pricing, and complaints while coordinating with sales, shipping, manufacturing and credit.

The role emphasizes responsive communication, order entry, price quotations, and problem solving using the E-price tool to support customer inquiries and expand business. The position offers a competitive compensation package including annual bonus, health coverage, 401(k)

Qualifications

• 2-3 years' previous Customer Service experience, preferably in a manufacturing setting.
• Experience using an ERP system is highly preferred.

Responsibilities

• Responds to customer inquiries by phone, email and fax; documents interactions in Salesforce.
• Recommend, quote, sample and sell standard stock products.
• Process order entry, changes and cancellations; monitor open work orders and expedite.
• Resolve customer complaints and information-related issues; coordinate with shipping and logistics.
• Assist with pricing, quotes, and standard price quotations overflow.
• Cross-train new employees and participate in continuous improvement teams.

Skills

Customer service

ERP system experience

Manufacturing experience

Education

Bachelor’s degree or equivalent business experience

Tools

ERP system

Job description

Flexcon Company, Inc. is a purpose-driven innovative company. A global, family-owned manufacturer of coated and laminated films and adhesives, products are used as functional components in manufactured goods and in graphics applications. Since 1956, Flexcon has supplied products for a wide range of industries including packaging, medical devices, automotive, durable labeling and more.

We are currently seeking candidates to fill a Customer Service Representative role. Primary inside contact for Flexcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively maintain and grow business at existing and new Flexcon accounts.

What will you do in this role?

• Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce.
• Also responsible for inquiries from sales, tele sales and distribution centers
• Recommend, quote, sample and sell standard stock products
• Document opportunities where standard stock product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion
• Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
• Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations.
• Recommend alternative product constructions if required
• Monitor open work orders and expedite as needed
• Proactively notify customers of late or problem orders and any standard product alternatives to assist customer
• Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments
• Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to standard stock product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
• Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
• Handle complaints for pricing mistakes, order entry errors and customer accommodations
• Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which Flexcon participates as well as to uncover missed opportunities in which Flexcon is not participating
• Assist with order entry overflow for repeat orders
• Assist with standard price quotations overflow
• Responsible for entry of new customer information
• Contribute to Customer Service Improvement Teams as required
• Ability to use problem solving skills and a “can-do attitude” to overcome obstacles
• Cross train new employees when appropriate

What does it take to be successful in this role?

• Bachelor’s degree or equivalent business experience.
• 2-3 years' previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred.

What’s in it for YOU?

• Competitive Compensation & Annual Bonus Program
• Medical, Dental, Vision, and Life Insurance
• Tuition Reimbursement Program
• 401K Match
• Casual Work Environment
• And more!

At Flexcon, we offer a comprehensive compensation and benefits package that includes base salary, healthcare coverage (medical, dental, and vision), life and disability insurance, 401(k) with company match, paid time off, wellness programs, and tuition assistance. Based on region, the expected hourly wage for this position is $21.63 - 35.00.

The posted salary range is intended to provide a general idea of compensation. Actual compensation may vary depending on experience and other job-related factors. We take regional market differences into consideration to ensure fair and competitive pay in each area.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities