Customer Service Representative

TransPak•Newark, CA

13d•Onsite

About The Position

Originally founded in Silicon Valley in 1952, TransPak offers packaging solutions including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging. The Customer Service Representative (Level I) will provide effective customer service for all internal and external customers, utilizing in-depth knowledge of TransPak company products and programs. This role requires someone who is naturally friendly and professional, can prioritize well, work independently, and communicate effectively with team members within the Customer Service Department and other TransPak teams.

Requirements

High School Graduate or GED
1-2 years’ experience as a Customer Service Representative
Customer/Client focused
Problem solver and analysis
Experienced with time management
High level of motivation and strong work ethic

Nice To Haves

Program Management experience
Sage X3 experience or other ERP systems
Excellent communication
Effective interpersonal skills

Responsibilities

Provide timely and accurate information to incoming customer order status and product knowledge requests.
Provide timely feedback to the company regarding service failures or customer concerns.
Process customer orders/changes/returns according to established department policies and procedures.
Work closely with Planner for scheduling of orders.
Work closely with the credit department to resolve disputed credit items.
Partner with the sales team to meet and exceed customer’s service expectations.
Manage and maintain all emails that come into the Customer Service group email, including responding to emails within 15 minutes, assisting the customer, forwarding to the appropriate contact, performing a status request or placing an order.
Enter new orders, release blanket orders and manage reschedules.
Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer.
Manage Back orders and past dues daily.
Manage 2-week out drawer.
Confirm next day scheduled orders, daily.
Close the Red Tag billing process by pricing the labor, attaching the Purchase Order.
Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension.
Provide customers with status updates and ETA’s.
Maintain Voicemail box and keep current respond to customer’s messages.