What are the responsibilities and job description for the Customer Service Representative position at Welch Packaging?
Summary
We are seeking a detail-oriented and customer-focused Customer Service Representative to support our manufacturing operations. This role serves as the key point of contact for customers, managing orders, resolving issues, and ensuring a seamless experience from production to delivery. Ideal candidates will thrive in a fast-paced environment and bring strong communication and problem-solving skills.
Essential Functions
Education:
The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job with or without reasonable accommodation.
The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.
Physical Requirements:
We are seeking a detail-oriented and customer-focused Customer Service Representative to support our manufacturing operations. This role serves as the key point of contact for customers, managing orders, resolving issues, and ensuring a seamless experience from production to delivery. Ideal candidates will thrive in a fast-paced environment and bring strong communication and problem-solving skills.
Essential Functions
- Exceed customer expectations.
- Be the Voice of the Customer: VOC
- Responsible for Customer Contact; Correspond directly with customers, or through sales professionals, translate their needs into quantifiable expectations following standard procedures.
- Provide general information and respond to customer inquiries regarding order status.
- Complete request for quote; request for sample; tooling request and new item forms.
- Responsible for order entry for customer orders into Amtech.
- Produce complete and accurate shop orders and forward to appropriate internal customers.
- Print quotes and maintain customer files.
- Acknowledge all customer complaints immediately and begin the internal complaint process to include customer requested action.
- Enter desired change notices; complete necessary documentation following procedures; notify Customer Service Manager of resolution; return a copy of the change notice initialed and dated. File the original in customer file.
- Forward all new items onto Customer Service Manager for approval.
- Support sister companies and their customer service needs.
- Keep work area clean.
- Other duties as assigned.
Education:
- High School Diploma or equivalent
- Experience in a similar high volume customer service role
- Experience with Windows operation systems
- Strong written and oral communication.
- Organization and attention to detail.
- Analytical and problem-solving skills.
- Time management.
- Systems analysis.
- Mathematical and deductive reasoning.
- Critical thinking.
- Active learning.
The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job with or without reasonable accommodation.
The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.
Physical Requirements:
- Reaching above shoulder heights, below the waist or lifting as required to handle the technology equipment or store materials during the workday.
- Must be able to lift as much as 40 pounds and carry items such as monitors, PC’s and printers
- Typical office environment