Customer Service Representative presso DS Smith

Customer Service Representative

The purpose of the Customer Service Representative is to manage the interaction between Account Executives, Customers & Production from ordering to delivery. Focused on communicating appropriately and providing our customers with quality on-time service. This position works cooperatively with a wide variety of people throughout the organization to provide exceptional service to our customers.

Areas of Responsibility:

• Responsible for specific accounts
• Receives orders from customers via EDI, email, phone, or fax
• Review/approve incoming orders
• Places in schedule and monitors activity from beginning to end
• Provide response to customers within 2 hours of notification of receipt and/or solution
• Create, review and provide sales order confirmations to customers/sales as required
• Create booking information at the time of order entry, monitor and advise if any changes to the schedule
• Works with customers on any and all sample requests
• Provide and hold weekly updates with customers
• Provides help to a new customer set up with sales
• Manage customer complaints/quality issues
• Pricing management within guidelines as set forth by management
• If there are delays, in manufacturing, transportation, or getting bookings the customer is notified the order will be late.
• Capture and provide customer OTIF
• Helps investigate all customer payment issues and works with other departments to process
• Source existing inventory to incoming orders where applicable to reduce machine time
• Creative problem solving and ability to manage many issues at
• Review check credit vs limits on the order entry

Education & Certifications

· BS in Business and or Supply Chain functions

· 3 - 5 years of related experience in a customer service

Qualification & Experience

· Solid organization skills with the ability to meet multiple deadlines

· Strong skills in Excel, Outlook, and Microsoft Access

· Seeks opportunity for continuous improvement & resilient

· Ability to multi-task in a fast pace environment & work well under pressure

· Independent worker, self-directed and adaptable to change

Behaviors

· Effectively and accurately use communications. Must possess good verbal and written/grammatical skills, in addition to mathematical skills

· Previous experience with ERP systems is preferred

· Strong phone contact handling skills and active listening skills required

· Must possess a cooperative attitude and a dedication to the mission of the company, as well as, work effectively within a team

· Customer orientation and ability to adapt/respond to different types of characters

· Ability to multi-task, prioritize, and manage time effectively