Customer Service Representative

Kruger Inc.; Elizabethtown (KY); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

Wide range of benefits

Job summary

Kruger Inc. seeks a Customer Service Representative to join the Elizabethtown, KY team. The role reports to the Customer Service Lead/Operations Manager and will handle orders, inquiries, and issues, acting as the crucial liaison between customers, sales, and operations.

Responsibilities include processing orders, providing pricing and scheduling information, and coordinating with production and logistics to meet due dates. Strong communication and multi-tasking abilities are essential.

Qualifications

• High School diploma or equivalent required.
• Post-secondary degree in management or equivalent preferred.
• 5+ years of customer service experience in a manufacturing environment.
• 2+ years of B2B experience in corrugated manufacturing customer service preferred.
• Ability to manage multiple concurrent tasks in a fast-paced environment.
• Strong IT skills including MS Office; familiarity with Kiwiplan is a plus.

Responsibilities

• Represent Kruger values and deliver excellent service to customers and external/internal stakeholders.
• Record, organize, and process orders and inquiries via telephone, email, or in person.
• Run customized reports and share data with customers and management.
• Provide pricing, inventory availability and production schedule information.
• Track order activity and alert staff of potential delivery problems.
• Partner with Quality Manager to resolve routine customer issues.
• Serve as a liaison between customers and sales staff to ensure responsiveness and satisfaction.
• Track warehouse inventories and update customers on order status.
• Dispatch loads and arrange appointments to meet due dates.
• Respond promptly to customer inquiries and complaints.

Skills

Relationship building

Customer focus

Communication skills

Root cause analysis

Cross-functional collaboration

Multitasking

Education

High School diploma or equivalent

Post-secondary degree in management

Tools

MS Office

Kiwiplan

Job description

Administration
Containerboard & Packaging
Elizabethtown Plant – Elizabethtown, KY, US

Competitive Compensation

Wide Range of Benefits

Customer Service Representative

Full Time, Salary Exempt

On-Site

1000 N Black Branch Rd

Elizabethtown, KY 42701

POSITION SUMMARY

Reporting to the Customer Service Lead/Operations Manager, the Customer Service Representative(CSR)will represent Kruger to the customer and act as a critical liaison between the customer, sales, and operations teams. As CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. Responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.

RESPONSIBILITIES

• Represent Kruger values and deliver excellent service through each interaction with external and internal customers;
• Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact;
• Run customized reports and share data with customers and management;
• Provide pricing, inventory availability and production schedule information to customers;
• Track order activity and alert appropriate staff of any potential delivery problems;
• Partner with Quality Manager to resolve routine customer issues;
• Suggest alternative products or services to meet customer needs when appropriate;
• Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction;
• Track warehouse inventories and update customers on order status;
• Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution;
• Dispatches all loads and makes all appointments to meet the due date and time required by the customer;
• Respond promptly to customer inquiries and complaints;
• Process and confirm orders with customers;
• Provide pricing and delivery information;
• Manage inventory levels;
• Initiate required action for response to customer requests for order changes;
• Enter items into the system for quoting when necessary;
• Communicate and coordinate with other internal departments;
• Work with Inside Sales Team to ensure proper customer service is being delivered;
• Any other duties as directed by the Customer Service Manager.

SKILLS AND ABILITIES

• Ease of quickly establishing contact with a variety of clients (internal and external clients) and developing a relationship of trust with them;
• Demonstrate a customer-oriented mindset and ability to operate with customers’ best interests in mind;
• Strong written and verbal communication skills to understand requests and problems, inform on status, and negotiate solutions;
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development;
• Demonstrate collaboration and teaming skills across functions to resolve issues and achieve organizational goals;
• Be able to coordinate various files simultaneously.

QUALIFICATIONS

ACADEMIC

• Required: High School diploma or equivalent
• Desired: Post-secondary degree in management or the equivalent

EXPERIENCE

• 5 years of experience in customer service within a manufacturing sector;
• 2 years business to business experience in Corrugated manufacturing customer service environment preferred
• Ability to manage a variety of concurrent tasks in a fast-paced work environment
• Time management, planning, and organizational skills
• Effective decision making and problem-solving abilities
• Excellent interpersonal and communications skills
• Strong initiative and adaptable to change
• Must be able to thrive in a team environment
• Need to be detail oriented and have safe work practice
• Excellent knowledge of IT tools (MS office suite software, knowledge of Kiwiplan would be an asset).
• All team members must embrace and foster an environment that supports Kruger’s core values of Integrity, Respect, Excellence, Teamwork and Accountability.

IMPORTANT NOTE

All employees must apply Kruger's environmental policy in their daily tasks. In particular, employees are responsible for complying with legal and corporate environmental requirements, and must follow related procedures. Each employee is responsible for reporting all environmental incidents and potential environmental risks. All employees have a duty to take the necessary steps to protect their health, safety and that of those around them at work. They must participate in the identification and elimination of risks at work.

* The masculine is used without any discrimination and for the sole purpose of lightening the text.