Customer Service Representative

Welch Packaging Group; Romulus, Northern (MI, KY); Hybrid; USD 36,000 - 43,000; Full time

Job summary

Welch Packaging Group is seeking a Customer Service Representative to engage with customers, answer questions via phone or email, and support the sales team with timely information and accurate order processing.

You will navigate Amtech and customer portals, maintain precise records, and strive to exceed customer expectations while upholding Welch Core Values in a dynamic manufacturing environment.

Qualifications

• Must have a High School Diploma or equivalent.
• Proficient in email communication and phone handling.
• Able to learn and navigate customer portals and internal systems.
• Align with Welch core values and maintain positive attitude.

Responsibilities

• Escalate queries to Customer Service Manager.
• Enter orders following procedures and acknowledge within 24 hours.
• Maintain accurate customer information in the system.
• Keep customer item specs up to date and resolve inquiries.
• Ensure customer satisfaction with products or services.
• Log customer complaints and short pays in Amtech.
• Coordinate pickups of defective products with shipping.
• Build strong relationships with customers and Territory Managers.

Skills

Strong written & oral communication

Organization & attention to detail

Analytical & problem-solving

Time management

Amtech & customer portals learning

Education

High School Diploma or Equivalent

Tools

Amtech

Job description

SUMMARY

Customer Service Representative is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

KEY RESPONSIBILITIES

• Escalating queries and concerns to the Customer Service Manager.
• Enter all orders following the six checkpoints to avoid PO issues and send acknowledgement to customer within 24 hours.
• Create and maintain correct customer information in Customer Master field in Amtech.
• Maintain customer item specs.
• Ensure that customers are satisfied with products or services.
• Enter customer complaints and short pays in Amtech.
• Coordinate customer pickups of defective products with shipping
• Supports and delivers The Ultimate Corrugated Experience to all customers internal and external.
• Effectively build and maintain relationships with customers and Territory Managers
• Main internal point of contact for Sales
• Proactively inform customer of late/partial shipments to determine resolution.
• Manage & maintain customer inventory levels.
• Generate and maintain quotes that are distributed by Sales Rep to the customer.
• Qualify order due dates for short lead time orders and monitor machine hours and plant loading for booking purposes.
• Other duties as assigned.

REQUIREMENTS/QUALIFICATIONS

Education:

• High School Diploma or Equivalent Required

Experience

• Functioning user of Amtech operating system.
• Ability to use email communication.
• Ability to learn and navigate customer web portals.
• Align with Welch Core Values
• Good communication skills, organized, detail oriented, positive attitude, optimistic.

SPECIFIC KNOWLEDGE, SKILLS OR ABILITIES

• Strong written and oral communication.
• Organization and attention to detail.
• Analytical and problem-solving skills.
• Time management.
• Systems analysis.Mathematical and deductive reasoning.
• Critical thinking.

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job with or without reasonable accommodation.

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.

Physical Requirements:

• Sit and stand as needed.
• May require walking on a level surface for periods throughout the day.
• Reaching above shoulders, below waist and lifting as required to file documents or store materials.
• Lifting to 25 lbs.

Work Environment:

• Typical office setting
• May require you to enter a manufacturing environment that requires proper PPE including safety shoes, safety glasses and hearing protection.
• Manufacturing environment may be loud, hot/cold depending on season.

Disclaimer:

This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

Welch Packaging is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.