Western Container Corporation Customer Service Representative

Job Description

Job Title: Customer Service Representative

Department: Office
Reports To: Assistant Plant Manager – Financial Operations

FLSA Status: Non-Exempt

Date Approved: January 2020

GENERAL PURPOSE OF JOB
The Customer Service Representative is responsible for maintaining Western Container Corporation’s mission of providing exceptional customer service from the point of order entry through the shipping process. This position is a customer facing part of the sales and manufacturing team and will have responsibility for order processing and general customer service support for all sales distribution channels. This position will take orders from customers and input those orders into appropriate software. The Customer Service Representative is also responsible for new customer entries and current customer file modifications. This individual is a part of a team environment focused on safely creating products and services that meet and exceed our customers’ expectations in an efficient manner. This position collaborates with management and manufacturing personnel ensuring an excellent customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements reflect the general details necessary to describe the major functions of this position and are not intended to be a detailed description of all the work/functions that may be required. Other duties may be assigned.

Maintain customer pricing using computers and appropriate software.
Confer with customers by telephone, email, or in person to provide accurate information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Record accurate details of inquiries to ensure the customer needs are being met 100%.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep accurate and timely records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, working with accounting to refunding money, or adjusting bills as needed. Follow-up with customer within 48 hours to ensure satisfaction with resolve of the complaint.
Collaborate with Plant Manager, Assistant Plant Manager, and President in coordinating customer orders and bringing disputes to resolution. Take ownership and bring forward solutions to ensure the best possible outcome for the customer, while ensuring the integrity and reputation of the company.
Complete contract documentation, prepare change of address records, or issue service discontinuance orders using computers and designated software with 98% accuracy.
Refer unresolved customer grievances to Plant Manager for further investigation. Continuously communicate updates with the customer throughout the investigation.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems and to ensure the integrity of the company’s promises to its stakeholders.
Examine shipment contents and compare with records, such as manifests, invoices, or orders, to verify accuracy.
Record shipment data (such as weight, charges, space availability, damages, or discrepancies) for reporting, accounting, or recordkeeping purposes with 98% accuracy.
Prepare documents, such as work orders, or shipping orders, to route materials appropriately.
Confer or correspond with establishment representatives to rectify problems, such as damages, shortages, or nonconformance to specifications. Continuously communicate updates with the customer during the course of resolve to establish a positive on-going relationship.
Required to be a team player and collaborate with various departments to meet customer satisfaction.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required.
Associates Degree in Business Management or Sales preferred.
One to three months related experience and/or training or equivalent combination of education and experience.
Knowledge of Microsoft Office Suites (Outlook, Word, Excel).

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license and clean driving record preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively with groups of customers and/or co-workers.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

Ability to stand less than 1/3 of the time.
Ability to walk less than 1/3 of the time.
Ability to sit greater than 2/3 of the time.
Ability to use hands greater than 2/3 of the time.
Ability to reach with hands and arms 1/3 – 2/3 of the time.
Ability to climb or balance less than 1/3 of the time.
Ability to stoop, kneel, crouch or crawl less than 1/3 of the time.
Ability to talk and hear greater than 2/3 of the time.
Ability to push or pull up to 25 pounds less than 1/3 of the time.
Ability to lift up to 25 pounds less than 1/3 of the time.
Ability to use close vision (20 inches or less) greater than 2/3 of the time for computer work.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The normal work environment is an office environment with moderate office noise including copy machines, telephones, etc.
Employees are adjacent to and must frequent the manufacturing environment with moderate machine and Forklift noise and moving parts.

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I understand that this is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the Employer reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Employer. I understand that I may occasionally be required to work overtime, different shifts or hours outside the normally defined workday or workweek. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the Employer has a similar right.