Job Purpose

The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Duties and Responsibilities

• Assists in maintaining and monitoring electronic data for established customers.
• Generates correspondence to secure additional customer information to resolve customer disputes.
• Maintains detailed files for documentation.
• Answers sales calls and provides information as needed.
• Serves as liaison with manufacturing, engineering, and shipping personnel.
• Serves as a backup for the receipt and processing of customer purchase orders & forecast.
• Processes change orders.
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Works with CSR Manager and credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Interact with Plant Manager/planning/ purchasing/ floor manager/supervisors/warehouse personnel/machine operators/ to ensure on time delivery
• Perform any additional duties as requested by Plant Manager/CSR Manager

Working Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Job requires hair net and ear plugs when in production areas.

Physical Requirements

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Direct Reports

None

Equal Employment Employer

HCP Packaging is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Qualification

• High School Diploma or GED.
• Experience working with an ERP system.
• Two years of related experience and/or training, or equivalent combination of education and experience.
• Ability to communicate clearly in both verbal and written forms.
• Experience with Microsoft Office, STRONG knowledge of MS Excel (this is extremely important).