What are the responsibilities and job description for the Customer Service Representative position at M&M Printed Bag Inc?
Job Summary
The Customer Service Representative will interface and build a rapport with the company’s customers, outside sales representatives and production team to advance the sales process. The position will be responsible for keeping customer pricing up to date, monitoring material costs and analyzing pricing margins. The Customer Service Representative is a key position that links customers and their requests to the production team.
Essential Duties and Responsibilities
- Provides world class service for our customers as the first point of contact concerning orders, quotes, returns, shipments, and products
- Receives and enters orders by phone, fax and email as required
- Engages in regular communications with the sales, production and shipping teams on customer activity, issues, trends, pricing, order patterns and changes
- Contacts customers when necessary to advise on shipments, delays and/or information necessary to process orders. Initiates tracers with shipping carriers
- Initiates orders for replacements products and/or for correcting errors (shortages, wrong items shipped, etc.)
- Ensures that all customers receive confirmation of orders received
- Works to have a basic understanding of manufacturing processes and works with production staff to achieve on-time customer deliveries
- Oversees multiple accounts with different complexity levels
- Maintains a high level of professionalism and confidentiality
- Adheres to all Company safety rules, operating and maintenance instructions, and procedure manuals
- Works scheduled shifts with predictable and reliable attendance, adhering to department schedule
- Performs various special projects and other duties as assigned
Qualifications
Required
- High School Diploma or GED
- Two years’ customer relations experience in an office environment providing direct customer interaction Microsoft Office Suite experience
Preferred
- Experience working in a manufacturing environment
- Experience working in an ERP system
Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is generally performed within an office environment with standard office equipment. While performing the duties of this job, the employee is regularly required to talk, hear, see, stand, walk, sit, and reach.
