Customer Service Representative Jobs

Where you will work:
Manchester Industries is proud to embrace a remote workforce model for specific positions. Our Company has proven success with remote and flexible work locations while maintaining a collaborative and supportive work environment. We use effective communication tools to foster teamwork and collaboration.

At Manchester Industries, a Clearwater Paper Company, we provide unparalleled service and the best solutions in Paperboard Sales, Sheeting, and Distribution. Since 1978 we have helped our customers meet the daily demands of the commercial printing, publishing, point of purchase display, specialty packaging, and folding carton industries.

The goal of Manchester Industries is to provide an exceptional service platform with our staff of committed employees. Through working with customers and suppliers together, we can find profitable and proficient solutions in this ever-changing marketplace.

Through innovation and continual improvement in precision converting technology, we provide prime paperboard grades from leading mills to paper merchants and packaging companies. With vast inventories at Manchester’s 5 strategic locations: Virginia, Pennsylvania, Indiana, Michigan, and Texas, we maintain 14 precision sheeters, 9 guillotine trimmers, 4 carton packing lines, and 2 slitter rewinders within 450,000 combined square feet of manufacturing and warehousing space.

What you will do:
This is an exciting time to join our team as a Customer Service Representative. The successful incumbent possesses a strong command of the company’s customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. The customer service representative must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales representatives, and production personnel.

Quoting, Order Entry and Account Management

• Primary customer contact for assigned accounts.
• Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer.
• Process orders accurately and quickly considering material utilization and manufacturing efficiencies; communicate special instructions to scheduling, production and shipping.
• Uses product knowledge to assist customers with ordering needs.
• Maintain security of pricing information.
• Communicate effectively and professionally with customers, internal departments, and sales.
• Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery).
• Facilitates timely and accurate daily second checks for all prime orders entered to ensure orders and customer POs are aligned and correct.
• Reserves machine capacity, enters orders, communicates ship dates.
• Properly request inventory that requires a specific mill run or is stored at off-site locations; Use appropriate/efficient strategies when choosing roll inventory.

Sales Support

• Coordinate new customer approval process.
• Follow up on sales opportunities with high potential.
• Communicate claims to sales team and coordinate reorders.
• Pursue additional sales using product substitution and suggestive selling techniques.
• Product knowledge (paperboard types, suppliers, and available calipers’ carried by Manchester), stays up to date and informed of any changes and company policies.
• Initiate product sample requests.
• Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues.
• Gather competitive pricing and other market information and report it to management.
• Reviews aged inventory, looking for sales opportunities within customer territory.
• Maintain customer service database/systems.

Operations Support

• Advise management of all issues that may inhibit expected job performance.
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.

Key Competencies and Attributes

• Ability to gather data, analyze and interpret data, and set action plans based on the analysis.
• Optimistically looks toward future for opportunities to innovate and improve.
• Ability to manage projects and interface directly with external vendors to accomplish defined objectives.
• High degree of business curiosity; quick learner with a proactive and agile mindset.
• Strong verbal and written communication skills and ability to effectively communicate with all levels of employees.
• Confidence in dealing with ambiguity; bringing different perspectives to light.
• Able to think and act tactically, hands on.
• Understands operations and sales decision-making and processes.

What you will need:

• Proficient in Microsoft Word and Excel required. Knowledge of computer programs used to track production and customer order status preferred.
• High School Diploma or GED equivalent required.
• This person must be able to work with minimal supervision, be a self-starter and take the initiative to evaluate and drive order fulfilment process improvements.
• Able to act with a high degree of ethical and professional behavior.
• Must be thorough, flexible, detail oriented, and able to prioritize.
• Frequent air and car travel.
• Ability to work in both office and manufacturing environments involving high-speed equipment, high noise levels, extreme temperature changes, and mill environments.
• Lifting related to the manufacturing environment (product samples, sheets, cartons, etc.).
• Must be able to work with a diverse group of people in a professional manner and be able to handle several work tasks concurrently.
• College Education preferred.
• Minimum of three years relevant customer service experience required, preferably in a supply chain or manufacturing environment (paperboard preferred).
• Some mental and visual fatigue from prolonged computer use.
• Ability to perform in stressful situations in a highly professional manner.

Total Reward Details

We’re committed to providing an exceptional workplace experience, including a comprehensive total reward package. The base salary range for the position is $40,000 – $60,000. Base pay offered will consider internal equity and may vary depending on the candidate’s job-related knowledge, skills, education, and experience among other factors. Benefits are generally available after 30 days and include medical, dental, vision, life, disability coverage, employee assistance program, and a 401k plan. Starting paid time off includes 15 vacation days, 4 floating holidays, and 10 company holidays per full year.

Interested in learning more about career opportunities at Manchester Industries? Click here to learn more.

Clearwater Paper does not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and will not require Clearwater Paper's sponsorship to continue to work legally in the United States.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)