Mission of the Role: The Corrugated Customer Service Representative (CSR) will provide a positive experience with customers and other employees to maintain and increase business.

Key Duties and Accountabilities:

• Customer’s internal point of contact, from estimating, order receipt and entry, through delivery.
• Internal point of contact between sales and operations, managing orders from receipt through shipment.
• Build estimates accurately to process requests for quote, either by sales team, customer, or management as needed to assist customer.
• Sales order entry.
• Handle phone calls, emails, faxes, web and mailed customer orders.
• Verify inventoried product availability and pricing to prevent pricing discrepancies.
• Review all orders for accuracy.
• Resolve customer issues or discrepancies, and process returns for credits as necessary.
• Understand customers’ sales cycles, ordering patterns, and changes to watch stock levels and advise account executive.
• Work with Shipping to obtain proof of delivery as necessary.
• Outsource corrugated and distribution items as needed.
• Obtain quotes for outsourced items to insure updated pricing.
• Expedite deliveries as needed by working with vendors, operations, shipping, buyers, or self.
• Review open order reports weekly to maintain orders and update primary account executive on any challenges and advise the customers of the status of their backorders.
• Assist in supporting other accounts during the absence of the primary CSR.

Essential Functions:

• Prepare estimates and miscellaneous correspondence
• Maintain thorough customer records
• Expedite material based on customer needs

Educational/Training Requirements/Experience:

• High School diploma/GED
• 3-4 years related experience

Minimum Skills, Knowledge & Ability Requirements

• Ability to understand the customer and their needs
• Excellent time management skills
• Excellent communication and listening skills
• Proven track record of effective problem solving
• Ability to embrace continuous improvement
• Strong collaboration and teaming skills with stakeholders across functions.