What are the responsibilities and job description for the Customer Service Representative position at New-Indy Containerboard?
SUMMARY: The Customer Service Representative is responsible for the process and systems related to the servicing customers and support of sales staff. Directs the delivery of administrative and operational assistance designed to promote revenue growth productivity, and exceptional levels of customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Review and ensure that all plant goals regarding roll stock, board combinations, on-time deliveries, and other product quality and performance issues are being met.
- Directs the departmental improvement team in the creation and monitoring of key process improvement measurements and their graphic display.
- Encourages team members to look for opportunities for process simplification and improvements.
- Challenges team members in providing exceptional support to both external and internal customers.
- Ensures an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job.
- Designs and reports individual and departmental performance metrics for continuous improvements.
- Assists sales and engineering with new product research, customer requirements and market trends.
- Provides timely feedback to the company regarding service failures or customer concerns.
- Duties may be expanded upon and additional duties may be assigned.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
PHYSICAL DEMANDS
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- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to handle or feel.
- The employee frequently is required to talk or hear.
- The employee is occasionally required to reach with hands and arms.
- The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
- 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.
- Exposure to wet and humid conditions in the plant environment
- Exposure to high, precarious places; fumes or airborne particles; and vibration in the plant environment.
- Noise level in the work environment is usually loud.
CERTIFICATES, LICENSES, REGISTRATIONS
- None required
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications:- Five years of manufacturing experience required
- Corrugated industry experience preferred.
- Three years supervisory experience overseeing three or more people.
- Prior computer data entry experience preferred.
- Excellent communication skills and presentation skills
- Application knowledge of products and production processes.
- Application knowledge and skill for computer data entry.
- Knowledge of Quality standards- both ISO and QS.
- High School Diploma/ Equivalent
- Ability to work in a fast paced environment
- Ability to write business reports and correspondence.