What are the responsibilities and job description for the Customer Service Administrator position at AMERICAN EAGLE PAPER MILLS?
Job Description & Duties:
The Customer Service Administrator is responsible for supporting customers and internal teams by managing inquiries, resolving issues, and ensuring smooth administrative operations. This role combines customer-facing communication with back-office administrative tasks to maintain high service standards and operational efficiency.
Responsibilities:
•Follow all mill and department safety policies and procedures.
•Maintain a clean and organized environment.
•Report any incident or near miss as directed.
•Respond to customer inquiries via phone, email, and chat in a timely manner.
•Handle complaints and escalate complex issues to appropriate departments.
•Maintain a positive, professional, and empathetic tone in all interactions.
•Replenish samples to all field representatives
•Generate weekly customer reports
oCurrent inventory
oShare reports with all outside sales support
oInclude estimated manufacturing cycles
•Update and maintain customer records in CRM systems.
•Prepare reports on customer service metrics and feedback.
•Delivering paperwork to shipping (daily)
•Filing
•Liaise with sales, logistics, and technical teams to resolve customer issues.
•Schedule appointments, follow-ups, and calls as needed.
•Ensure smooth information flow between customers and internal departments.
•Order tracking/communications on late or delayed deliveries.
•Ensure samples inventory
•Establish Teams meetings with customers
oWeekly meetings to review concerns
oGather forecasts
oReview forecasts vs actual
oSuggest replenishment orders
•Adhere to company policies, procedures, and compliance standards.
•Monitor service quality and suggest improvements.
•Assist in training new staff on customer service protocols.
•Performs other related duties as assigned.
Qualifications and Competencies:
•Strong teamwork and communication skills, both written and verbal.
•Strong organizational skills and stress management skills.
•Reliable team player with a positive and proactive work ethic.
•A willingness to learn and take initiative.
•Proficiency in Microsoft Office Suite.
•Problem-solving mindset with attention to detail.
•Ability to remain calm under pressure and handle difficult situations.
•Prior experience in customer service or administrative support preferred.
Work Environment:
•Work in an office environment.
•Prolonged periods sitting at a desk and working on a computer.
•Requires lifting and carrying up to 30lbs.