Customer Service Representative Jobs

Mission of the Role

The Customer Service Representative provides a consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first.The CSR is the relationship and communication link between the customer, sales, and operations and proactively serves as a critical point of contact for order management, service support, and problem-solving and relevant project information for their internal and external customers.

The CSR is a highly valued team member that works with the sales team and acts as an advocate of SupplyOne values, services and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.

Key Duties & Accountabilities

• Answer phones by the 3 rd ring, and all emails by the end of each day
• Process and confirm orders and/or communicate what needs to be ordered, the day they are received
• Build accurate specs and inventory items within 24-48 hours
• Resolve customer problems and elevate issues immediately to an acceptable, timely and appropriate resolution
• Monitor customer min/max, open orders, back orders and inventory levels alerting customers immediately to changes
• Generate standard quotes within 24 - 48 hours of receipt
• Build, maintain, and keep price lists current to protect and maintain GP margins

Essential Functions

• Initiate and follow through on accounting credits
• Order tooling for corrugated items
• Ensure new items are set up correctly
• Maintain/monitor EDI for established customers
• Initiate Quality Incident Reports and participate in resolution and process improvement
• Prepare proposals, quotes and miscellaneous correspondence
• Assist with slow moving inventory
• Maintain thorough customer records

Educational/Training Requirements/Experience

• High School diploma/GED, BA/BS degree preferred
• Experience in a customer service role
• Experience in manufacturing (corrugated preferred*) or distribution environment
• Amtech or other distribution order management software

Minimum Skills, Knowledge & Ability Requirements

• Proficiency in Microsoft Office including Excel, Word, PowerPoint and Outlook
• Strong organizational skills; ability to prioritize tasks
• Demonstrated initiative in personal professional development
• Attention to detail and accuracy
• Basic arithmetic including gross profit calculations