Customer Service Representative

Position Overview

The Customer Account Specialist position (Customer Service Rep) is the point of contact for our customers and is responsible for managing the details of our customer accounts. They are expected to provide high quality, consistent and efficient service to our customers through daily interaction with clients, our outside sales representatives, our Plant Production members, and various other on-site co-workers.

Responsibilities

• Provide timely and accurate information about incoming customer order status and product knowledge requests.

• Process customer orders/changes, and returns according to established department policies and procedures.

• Process customer returns according to established department policies and procedures.

• Work closely with accounts receivable department to resolve any disputed payment items.

• Provide timely feedback to the Company regarding service failures or customer concerns.

• Partner with Sales Representatives to meet and exceed each customer's service expectations.

• Ability to prioritize a fluctuating work load.

• Willingness to work with clients and sales representatives through a variety of media: phone, email, memos, etc.

• Perform other duties as assigned.

Qualifications

• High school diploma required, Associates or Bachelor's degree preferred.

• Strong customer orientation.

• A minimum of one year in a Customer Service environment.

• Superior organizational and time management skills.

• Excellent verbal and written communication skills. Exceptional interpersonal skills with previous experience interfacing with customers. Must be able to interact with all levels within the Company.

• Self-starter with the ability to work without direct supervision.

• High attention to detail with ability to troubleshoot to determine cause and effect of poor customer experiences.

• Computer skills with working knowledge of Microsoft Office software. Previous data entry experience required.

Compensation & Benefits

Compensation is commensurate with experience.

Division Description

The Kalamazoo Division is a full service, BRCGS certified corrugated facility with an ISTA test lab on site. We manufacture a wide variety of corrugated products from point of purchase graphic displays, to any size corrugated shipping container.