Customer Service Representative II

Monoflo International; Winchester, Northern (VA, KY); Hybrid; USD 42,000 - 55,000; Full time

Benefits offered by this job

401(k) with company match

Medical, dental, and vision insurance

Disability insurance (short/long-term)

Employee-paid voluntary life insurance

PTO and paid holidays

Christmas shutdown

Job summary

Monoflo International, Inc. is seeking a Customer Service Representative II to support daily sales activities for key accounts and regional markets.

You will liaise with the Sales Team, Production, and Logistics to provide industry-leading service throughout the order cycle. Responsibilities include processing quotes, tracking orders, proactively handling customer inquiries, and supporting AR in collections.

Qualifications

• The role requires a high school diploma and 3 years of customer service experience, preferably in manufacturing.
• Ability to use standard software (Microsoft Office, Adobe Acrobat) and ERP familiarity.

Responsibilities

• Provide complete service support to designated key accounts and field sales reps within an assigned region.
• Process quotations, write up orders, track orders from quote to shipment, and manage stock status.
• Prepare daily/weekly reports and participate in customer conference calls.
• Support Accounts Receivable collections and qualify new business from existing customers.
• Coordinate with Logistics to prioritize orders and communicate with customers and sales teams.

Skills

Customer service

Communication

Microsoft Office

Adobe Acrobat

IQMS familiarity

Organizational skills

Education

High school diploma

Tools

IQMS

Job description

Description

The Customer Service Representative II is responsible for supporting daily sales activities for accounts within assigned industry markets and geographic regions. This position serves as the liaison between customers, the Sales Team, Production, and Logistics while providing industry-leading customer service.

Essential Duties and Responsibilities

• Provide complete service support to designated key accounts and field sales representatives within an assigned region
• Provide excellent service by understanding and proactively handling entire sales cycle, including, but not limited to:
  • obtaining freight estimates
  • processing quotation inquiries and issuing quote
  • order tracking (from quote to production through shipment)
  • writing up orders
  • stock status
  • follow-up after shipping
  • inquiring for future needs
  • returns authorizations and support issues
• Daily review of various reports, such as open orders and order acknowledgement
• Prepare daily/weekly reports for internal and external parties as required
• Participate in weekly Customer conference calls, as required
• IQMS order entry and edit
• Understanding of all Monoflo products, services and their application with the ability to communicate these to customers and prospects.
• Serve as the main plant contact for Customers and Sales Team
• Work with Logistics and Scheduling to prioritize orders in consultation with Customer Service Representative Lead
• Support Accounts Receivable in the collection and management of outstanding accounts
• Assist with qualifying new business from existing customers
• Initiate outbound telephone and email contact to key target accounts in coordination with Sales Managers
• Update customer contact information in contact management software on an as needed basis
• Other duties as assigned by the Supply Chain Manager
• Assist Customer Service Representative Lead
• Report to Customer Service Representative Lead and then Supply Chain Manager

Qualifications

• High school diploma and three years of customer service experience is required (manufacturing environment experience is preferred)
• Must be a self-starter with initiative and ability to work independently with guidance and direction
• Ability to organize and prioritize tasks/projects to meet deadlines; manage several tasks simultaneously
• Detail-oriented
• Must be very adaptable to manage changes in priorities and take direction
• Good computer skills including Microsoft Office and Adobe Acrobat
• Familiarity with manufacturing ERP systems (IQMS preferred) a plus
• Strong communication skills – both written and verbal

Comprehensive Benefits & Perks

• Financial Wellness: 401(k) retirement plan with company match and annual/quarterly bonus opportunities.
• Health Coverage: Medical, dental, and vision insurance.
• Security: Short-term and long-term disability insurance.
• Optional Extras: Employee-paid voluntary life insurance and supplemental benefits.
• Time Off: Competitive PTO, paid holidays, and a company-paid Christmas shutdown.
• Unique Perks:
  • Raffles for concerts, sports, and entertainment tickets.
  • Locally sourced prize raffles.
  • Monthly happy hours to unwind and connect with the team.

Who we are

Monoflo International, Inc. stands as a prominent provider of innovative and eco-friendly business-to-business reusable packaging solutions. Since our inception in 1973, we've remained a family-owned and operated enterprise, steadily advancing as a premier manufacturer of plastic, reusable transport packaging solutions. While our product range is diverse, our core focus remains unwavering: harnessing cutting-edge technology to produce top-tier products that facilitate seamless product transportation for our clients.

We empower our employees to steer their career trajectories, fostering an environment where dedication and excellence are duly recognized and rewarded with avenues for growth. While collaboration is central to our ethos, we emphasize individual accountability and ownership as fundamental drivers of success within our organization.

Disclaimer

Monoflo International is an equal opportunity, drug-free employer.