About the Role:
The Customer Service Representative plays a crucial role in the internal management of customer accounts. This position is responsible for providing administrative support, ensuring that customer orders are correctly documented, produced and delivered efficently in a professional and timely manner. While one of the main goals of this role is ensuring that all customer service records and systems are maintained, helping to enhance customer relationships and supporting the company's reputation for outstanding service is key for this role..
Minimum Qualifications:
- High school diploma or equivalent.
- Proven experience in a customer service role, preferably in a fast-paced environment.
Preferred Qualifications:
- Experience in the manufacturing industry.
- Previous customer services experience is a similar role type
Responsibilities:
- Direct customer contact and maintenance of sales support for designated customers and product lines.
- Responsible for accurate order entry and demand management/production balancing.
- Prepare and circulate Production Date/Quantity Change Request forms (DCRF’s).
- Confer with Scheduler via DCRF process with regards to production scheduling, and paper exceptions.
- Enter & distribute pre-shippers, match to BOL & Sales Order for invoicing, and file processed/fulfilled sales order files.
- Liaise with HO to set up new customers/change customer information in QAD via SharePoint.
- Review and process ECO’s for new bags, or changes to bags, and forward to production co-ordinator and press supervisor.
- Liaise with Graphics dept. to provide customer-supplied artwork and feedback related to artwork.
- Review & maintain customer inventory for stocking programs, assists the sales team in reviewing aged inventory and assists the shipping department to ensure FIFO is maintained.
- Prepare & distribute various reports as required.
- Invoicing.
- Back up various office functions as needed.
- Understand and follow food safety and quality procedures.
Key Working Relationships:
- Regular contact with customers, Sales Agents, Sales Managers, Purchasing Manager, Graphics & Accounting personnel.
- Continuous contact with Sales Representatives and Production personnel.
Functional Requirements:
- Regular use of computers, MIS, QAD systems, telephone and misc. office equipment
- Ability to organize complex tasks & meet deadlines.
- Understand and follow the food, safety, and quality procedures.
Skills:
The required skills are essential for daily operations in this role. Working in a fast-paced environment requires the ability to multitask and prioritize effectively. Verbal and written communication skills are vital for conveying information clearly and professionally, whether on the phone or through email. Problem resolution skills are utilized to identify various issues and assist in developing effective solutions.