Customer Service Representative

Welch Packaging Group Inc•Wooster, OH

12d•Onsite

About The Position

Customer Service Representative is responsible for engaging with customers on behalf of their company. Their duties include answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

Requirements

High School Diploma or Equivalent Required
Functioning user of Amtech operating system.
Ability to use email communication.
Ability to learn and navigate customer web portals.
Align with Welch Core Values
Good communication skills, organized, detail oriented, positive attitude, optimistic.
Strong written and oral communication.
Organization and attention to detail.
Analytical and problem-solving skills.
Time management.
Systems analysis.
Mathematical and deductive reasoning.
Critical thinking.

Responsibilities

Escalating queries and concerns to the Customer Service Manager.
Enter all orders following the six checkpoints to avoid PO issues and send acknowledgement to customer within 24 hours.
Create and maintain correct customer information in Customer Master field in Amtech.
Maintain customer item specs.
Ensure that customers are satisfied with products or services.
Enter customer complaints and short pays in Amtech.
Coordinate customer pickups of defective products with shipping
Supports and delivers The Ultimate Corrugated Experience to all customers internal and external.
Effectively build and maintain relationships with customers and Territory Managers
Main internal point of contact for Sales
Proactively inform customer of late/partial shipments to determine resolution.
Manage & maintain customer inventory levels.
Generate and maintain quotes that are distributed by Sales Rep to the customer.
Qualify order due dates for short lead time orders and monitor machine hours and plant loading for booking purposes.
Other duties as assigned.