Customer Service Representative - Eugene, OR

West Coast Paper Portland , OR 97228

Posted 5 months ago

Summary: Contribute to the operational effectiveness of the Division by providing outstanding customer service, through the timely and accurate processing of customer orders, answering inquiries and solving customers' order-related problems. Provide administrative support for assigned Account Managers in a team based environment in alignment with WCP Solutions' culture and company and department goals.

Essential Functions: Process customer orders while providing exceptional customer service in order to meet sales support objectives.

  • Increase sales revenue and account penetration by encouraging "add-on" items; telemarketing to select customers to achieve financial goals.

  • Provide price quotes for stock items; work with merchandising and sales to facilitate price quotes for non-stock items.

  • Assist customers with problems, delivery times, lost orders, returns, price adjustments, etc.; answer customer product inquiries (i.e. availability, suitability, substitutions, sustainability, sizes, etc.) to provide excellent customer care.

  • Track backorders and future orders for customers and Account Managers to assist in timely customer receipt of product.

  • Communicate customer-related information, opportunities and problems to Account Managers and Sales Manager to facilitate information flow.

Other Functions: Retain and file customer PO's.

  • Maintain samples and swatches for Division facility.

  • Source new / custom items as well as research options, information and obtain quotes from suppliers to seek product and program situations.

  • Follow up on supplier orders to ensure product availability.

  • Assist buyer in communicating with vendors on various tasks including purchase order confirmations, delivery dates, shortages and other supply chain related issues.

  • Perform other functions as necessary.

One year of customer service or closely related experience.

  • General paper knowledge preferred.

  • Proficiency with Microsoft Windows and current versions of MS Office.

Knowledge, skills and abilities: Ability to solve complex business related math problems.

  • Highest level of professionalism with the ability to maintain confidentiality.

  • Effective verbal and written communications skills. Ability to communicate at all levels of organization and work well within a team environment in support of company objectives. Customer service oriented, with the ability to work well under pressure.

  • Detail oriented, well organized with ability to prioritize, coordinate and simultaneously maintain multiple projects.

  • Approachable, flexible, adaptable to change.

Working Conditions: Professional office environment.

  • Ability to sit or stand for extended periods of time, regularly lift 10-20 lbs.

  • Frequent use of basic office equipment (i.e. computer, copier, fax, stapler, 3-hole punch, paper cutter, etc.).

  • Heavy telephone contact with customers.

  • Occasional overtime and participation in annual physical inventory required.

  • Position hours are Monday through Friday, 8:00 am 5:00 pm but may vary as needed.

WCP Solutions

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Customer Service Representative - Eugene, OR

West Coast Paper