Customer Service Rep

Flexcon•,

11d•$22 - $35•Onsite

About The Position

Flexcon Company, Inc. is a purpose-driven innovative company. A global, family-owned manufacturer of coated and laminated films and adhesives, products are used as functional components in manufactured goods and in graphics applications. Since 1956, Flexcon has supplied products for a wide range of industries including packaging, medical devices, automotive, durable labeling and more. We are currently seeking candidates to fill a Customer Service Representative role. Primary inside contact for Flexcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively maintain and grow business at existing and new Flexcon accounts.

Requirements

Bachelor’s degree or equivalent business experience.
2-3 years' previous Customer Service experience.
Experience in a Manufacturing environment and experience using an ERP system highly preferred.

Responsibilities

Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce.
Also responsible for inquiries from sales, tele sales and distribution centers
Recommend, quote, sample and sell standard stock products
Document opportunities where standard stock product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion
Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations.
Recommend alternative product constructions if required
Monitor open work orders and expedite as needed
Proactively notify customers of late or problem orders and any standard product alternatives to assist customer
Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments
Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to standard stock product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
Handle complaints for pricing mistakes, order entry errors and customer accommodations
Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which Flexcon participates as well as to uncover missed opportunities in which Flexcon is not participating
Assist with order entry overflow for repeat orders
Assist with standard price quotations overflow
Responsible for entry of new customer information
Contribute to Customer Service Improvement Teams as required
Ability to use problem solving skills and a “can-do attitude” to overcome obstacles
Cross train new employees when appropriate