Customer Service Representative

Position Summary:

The Customer Service Representative (CSR) is responsible for delivering exceptional customer service through understanding, anticipating, and responding promptly to customer’s needs such as price quotations, purchase orders, delivery times and order status. Proactively solicit new orders and promote the company’s product and services. Screen orders to ensure that they are accurate, complete, and meet basic technical requirements. Continuously improve the processes and resolve technical problems through application of own knowledge or partnering with other team members. The CSR is expected to drive Containers Graphics CS1 mindset and always represent the company in a positive, energetic, and consistent manner. The CSR reports directly to the Customer Service Manager or Plant Manager.

Essential Functions:

• Communicate with customers, technical sales representatives, plant personnel and freight handlers via telephone and e-mail as needed
• Respond promptly to and process customer inquiries, purchase orders, quotation requests, delivery times and order status
• Ensures that appropriate actions are taken to resolve customer problems and concerns
• Collect and coordinate information required to enter complete and accurate production orders
• Create orders utilizing the order entry and production systems (e.g., ERP)
• Screen all information and order entry for completeness and accuracy
• Coordinate the transfer of all information to technical specialists when technical issues cannot be resolved
• Maintain all records pertaining to orders, customer database and other customer related communication in a safe and organized manner
• Participate in quality management system
• Solicit new orders and promote the company’s products and services
• Follow all CGC corporate safety program requirements
• Performs all other related duties as assigned

Education / Experience Requirements:

Position Level:

• Experienced

Minimum Education & Experience:

• High School Diploma or equal
• 1-3 years of customer service experience

Preferred Education & Experience:

• Bachelor’s Degree
• 3-5 years of customer service experience

Knowledge / Skills Requirements:

• Basic knowledge of the company’s products, their uses, the production process, and the corrugated box making process
• Ability to effectively read, write and verbally communicate in English
• Ability to add, subtract, multiply and divide numbers
• Ability to quickly identify and solve problems
• Ability to exercise good judgement
• Ability to effectively organize information and documents
• Ability to maintain high accuracy and thoroughness when executing tasks with an attention to detail
• Ability to multitask and prioritize individual work to accelerate the order process and ensure the customer due dates are met
• Functional knowledge of common computer operating systems as well as Microsoft Office and the Google Workspace equivalents
• Functional understanding of the operation of office copies, fax machines, multiline phones, e-mail, etc.
• Ability to work effectively and efficiently at a fast pace

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift to 25 pounds at a time

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: In person

Salary : $18 - $22