Customer Service Representative

TransPak, Inc.•Newark, CA

13d•Onsite

About The Position

Originally founded in Silicon Valley in 1952, we are humbled by the long-term relationships earned through the packaging solutions we offer, including design, engineering, testing, manufacturing, and fulfillment of custom and stock packaging. As a Customer Service Representative (Level I), you will provide effective customer service for all internal and external customers. Using your in-depth knowledge of TransPak company products and programs that you’ll gain over time through a supportive manager and team, you’ll prioritize well, work independently and communicate often with team members within the Customer Service Department and other TransPak teams. You will manage and maintain all emails that come into the Customer Service group email, respond to emails within 15 minutes, and take appropriate action. You will also enter new orders, release blanket orders, manage reschedules, manage back orders and past dues daily, manage the 2-week out drawer, confirm next day scheduled orders daily, and close the Red Tag billing process by pricing the labor and attaching the Purchase Order. Additionally, you will answer all incoming calls in a courteous and professional manner, provide customers with status updates and ETAs, and maintain your voicemail box.

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
Excellent communication
Effective interpersonal skills

Nice To Haves

Program Management experience
Sage X3 experience or other ERP systems

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
Partners 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
Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
Taking appropriate action on the email which may include 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
Closing 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