• Customer Service Representative

    Job Description
    Communicate directly with customers, primarily by telephone. Respond to shipment inquiries and assist customers regarding plant schedules. Work closely with the customer to be sure product arrives to meet their schedules.  Determine the best method to resolve these calls to ensure customer satisfaction and adherence to company policies. Work closely with other members of the sales team, production team, and other departments to effectively serve the customer and increase sales and profits. 
    Reasonable Accommodations Statement
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
    Essential Functions Statement(s)
    • Review current backlog for changes on a daily basis.  Plan upcoming shipments with the customer. 
    • Contact customers 4 weeks in advance of their requested ship dates (when applicable) to confirm the date and shipping location. 
    • Work with the customer, production, and accounting if date movements are needed per customer request. Change ship dates as needed, notifying sales, purchasing, and manufacturing.
    • Work with accounting to keep current on credit hold customers, working towards timely release so the ship schedule can be firmed.
    • Contact customer 2 weeks prior to their shipment to provide details of confirmed ship date, carrier information, and arrival estimates. Firm the 2-week lock shipping window during this activity.
    • Update ship dates in AX as needed per customer feedback. 
    • Work with shipping and customers on partial load planning. 
    • Send shipment confirmation to customer once shipments are in route.
    • Maintain call log to document customer feedback and expectations. 
    • Assist with load picture organization and storage.
    • Assist with load paperwork for both domestic and international as assigned. 
    • Assist other team members by taking calls when they're absent, by learning together, and by giving support and encouragement.
    • Cycle count product if requirements dictate. 
    • Work effectively with other departments to solve problems and serve our customers.
    • Work on other projects as assigned. 
    Competency Statement(s)
    • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
    • Communication, Oral - Ability to communicate effectively with others using the spoken word.
    • Relationship Building - Ability to effectively build relationships with customers and co-workers.
    • Accuracy - Ability to perform work accurately and thoroughly.
    • Detail Oriented - Ability to pay attention to the minute details of a project or task.
    • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
    • Reliability - The trait of being dependable and trustworthy.
    • Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
    • Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
    Education/Experience: Associate's Degree (two year college or technical school) or work equivalent; 2+ years of experience in Sales and/or Customer Service.
    Computer Skills: Microsoft Word and Excel.
    Other Preferences: General manufacturing knowledge. Excellent phone and people skills; high degree of organization and attention to detail.
    Ability to wear Personal Protective Equipment (PPE) as required in a manufacturing environment (i.e. safety glasses, safety shoes, hearing protection).
    • This job operates in a professional office environment with occasional exposure to manufacturing settings.
    Contact Information