Customer Service Representative

Location: Pico Rivera, CA
Summary
 
The Client Service Representative’s role is to communicate with customers, estimate and enter orders, and perform a variety of additional activities to facilitate excellent customer relationships and support effective manufacturing and shipping operations.  Maintains an ongoing relationship with selected customers and sales staff. Incumbents utilize knowledge of products and product availability to provide a communications link to the customer. Corrugated & Display experience HIGHLY DESIRABLE!!

JOB FUNCTION / PURPOSE
  • Records and processes orders and/or inquiries received by email, telephone, and/or through customer personal contact.
  • Provides pricing, availability, and schedule information within established guidelines. Negotiates delivery date, when necessary.
  • Suggests alternative products or services to meet customer needs.
  • Schedules deliveries and assists sales/design, if necessary, to get a sample out to the customer.
  • Checks and approves credit within established limitations, and confirms orders.
  • Obtains resolution of routine customer complaints and issues.
  • Serves as communication link between customers and sales staff to assure responsiveness.
  • Tracks order activity, and alerts appropriate staff of any potential delivery problems.
  • Tracks warehouse inventories and replenishments.
  • Handles multiple accounts of small to medium customers with varying degrees of complexity.
  • Accurately enters customer orders into the ERP (Amtech) system.  Verifies pricing and production specifications are current.
  • Assists in arranging art work/labels, when necessary, to ensure timeliness of order.
  • Communicates status of orders to customers in a timely manner; works to de-escalate customer situations, to re-educate customers and to reset customer expectations.
  • Communicates order changes to the Production, Design, and Shipping teams.
  • Produces estimates and quotations for customers on an as needed basis.
  • Coordinates warehouse inventories, reorder and ship quantities based on established parameters.
  • Works to improve company collection rate and when required, interacts and works with various departments to resolve payment and credit issues.
  • Responsible for performing duties in a safe manner as applicable to this position.  Examples may include proper use of personal protective equipment, participating in safety activities such as meetings and training, maintaining work areas to avoid hazardous conditions, and reporting unsafe conditions or behaviors.
  • Tracks warehouse items to insure availability and that agreed upon minimum/maximum levels are followed.  Analyzes monthly usages and re-stocking per customer.
  • Enters design requirements into CRM to initiate new design projects as needed. Follows up with the design team regarding project status and updates
  • Closes orders in CRM upon receipt of PO or contract.
  • Creates spec and monitors inventory for packout.
  • Performs other related duties as assigned.
EDUCATION, EXPERIENCE, AND COMPETENCIES
  • High school diploma or GED required, college degree preferred
  • Five (5+) years of customer service experience in a manufacturing setting, preferably in the corrugated industry
  • Excellent phone etiquette and courteous, professional communications with customers and team members
  • Ability to perform math functions including work with fractions, manipulating and recording figures to provide accurate quantities and estimating
  • Ability to multi-task, prioritize work effectively and work in a fast paced environment with competing priorities and customer demands
  • Strong attention to detail; highly organized
  • Proficient in MS Office, Excel and PowerPoint.  Experience with Amtech Business System a plus
  • Valid Driver's License with DMV evidence of good driving record
OTHER
  • We employ all persons who are legally authorized to work in the U.S. (U.S. Citizens, lawful permanent residents, refugee or asylee- all require proper identification and documentation). 
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