Customer Service Associate III

Clearwater Paper Corporation•,

15h•$54,000 - $81,000•Remote

About The Position

This is an exciting time to join our team as a Customer Service Specialist. The successful incumbent possesses a strong command of the company’s customer service policies and is well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. This position ensures that all customer order specifications and expectations are understood throughout the company while actively pursuing additional sales opportunities. The customer service specialist must be able to perform their duties with minimal supervision and communicate effectively and professionally with co-workers, customers, sales managers and production personnel. The work shift for this role is Monday - Friday from 7:00 am to 4:00 pm (Pacific Time).

Requirements

High School Diploma or GED required.
Minimum of five years relevant customer service experience required, preferably in a supply chain or manufacturing environment
Excellent verbal and written communication skills are required and must be demonstrable
Proficient in Microsoft Word and Excel required.
Must be able to work with a diverse group of people in a professional manner and be able to handle several work tasks concurrently
This person must be able to work with minimal supervision, be a self-starter and take the initiative to evaluate and drive order fulfilment process improvements
Some mental, visual, physical fatigue from computer terminal use
Reading
Keyboarding
Communication
Primarily Office Environment
Must wear required Personal Protective Equipment in the manufacturing environment
Must be able to rotate on call weekend coverage; representing the customer service group
Some travel required
All applicants must be currently authorized to work in the United States on a full-time basis and must not require Clearwater Paper's sponsorship to continue to work legally in the United States.

Nice To Haves

Bachelor’s degree in business or related field preferred
Knowledge of computer programs used to track production and customer order status preferred

Responsibilities

Voice of company to primary purchasing agent contacts for assigned accounts; responsible for maintaining industry-leading service levels.
Uses product knowledge to assist customers with ordering needs.
Reserves machine capacity, enters orders, communicates ship dates.
Tracks customer orders through entire supply chain process (order entry, manufacture, shipment, and delivery).
Ensures customer orders comply with Sales and Manufacturing agreement.
Minimizes financial impact of freight costs by maximizing capacity on chosen mode of transportation or by assigning freight differential cost to customer.
Solicits new orders to assist Operations in qualifying production runs, filling open machine capacity, and selling aged inventory for prime pricing.
Receives, generates and distributes Competitive Information Reports from Sales Managers as necessary.
Collaborates with customers, Sales Managers, and others to investigate and resolve customer invoice and accounting issues.
Works with sales and quality to supply customers with product samples and trial inventory to secure new business.
Regularly communicates with CLW outside sales contacts on opportunities and issues uncovered during regular job activities.
Implements and oversees customer offsite inventory programs, as needed, to meet market/customer needs and maintain targeted levels.
Manages input of sales orders utilizing Electronic Data Information (EDI).
Collaborates with sales, customers, and schedulers by analyzing and adjusting warehouse inventories as needed to ensure adequate turns are being met.
Coordinates customer needs with 3PL warehouse contacts.
Reviews aged inventory, looking for sales opportunities within customer territory.
Performs regular review of customer shipment history versus forecast and provides recommended updates to Sales Manager/S&OP analyst.
Monitors customer order volumes to align with sales forecasts. Collaborates with scheduling and operations management to balance with production targets.