Customer Service Representative

Who we are:

Palziv North America is a world class manufacturing supplier of chemically Cross-Linked bun (Vizion™) foam and chemically Cross-Linked roll (Fuzion™) foam. These Cross-Linked foams are produced with the latest technological advancements and offer superior product performance. Part of a global conglomerate, our Research and Development teams provide innovation in Cross-Linked foam materials throughout our global family of operations. Palziv NA has strong supply networks with two manufacturing plants and three distribution locations in North America.

Job Summary:

Palziv is seeking a detail-oriented and B2B customer-focused Customer Service Representative to manage order processing, provide ongoing support to B2B customers, and resolve issues with professionalism and efficiency. This role is critical in maintaining a high level of customer satisfaction through prompt and effective communication, accurate order entry, and proactive follow-up.

Scope: 

• Immediately acknowledge parameters and receipt of orders.
• To maintain an open an accessible line of communication with the customer from receipt of order until final delivery, and follow up support.
• To supply the customer with full disclosure of order status in real time.
• To follow internal progress of the order and alert the customer to any issues that may cause delay in ship date, quantities, or final product as soon as possible.
• To ensure that the customer authorizes changes and confirms said changes before implemented.
• Stay in touch and on top of the order throughout the production process.  Relay as much information as possible including QA issues and production delays to ensure the customer is aware of the order development.

Typical work activities/processes:

• All purchase orders must be received via email.  
• Upon receipt of incoming order via email, parameters checked to ensure all pertinent information provided such as part number or description, quantity, pricing, ship to, ship method, etc.  If details are missing, the order is returned to the customer for completion before order will be accepted.
• Once order reviewed and deemed acceptable, an email sent immediately to the customer thanking them for the order.
• Enter the order into Priority including an attached copy of the original customer purchase order.
• Order is forwarded to the scheduler to review and assign due date based on production schedule and, when applicable, requested due date.
• Scheduling review should take no more than 48 hours from order entry to order confirmation.
• Once the order is set in production, an order confirmation supplied to the customer.   At this point, the customer is responsible for checking the order for its validity based on their purchase order.
• If any changes occur to the order after original order confirmation, a new order confirmation created and submitted to the customer.
• If production goes as scheduled, communication with the customer notified prior to ship date advising the customer of progress and request shipping organization.
• Based on feedback from production, customers notified if any issues arise such as a shipment delay. If shipment delays occur, we offer alternative solutions to see if customer can utilize a different product until original material produced. 
• Once order is shipped complete, we send invoices, ship documents, COA’s/COC’s as required on same day as shipment.

Knowledge, Skills, and Abilities:

• Manufacturing experience
• Microsoft Office (Microsoft Word, Excel. PPT)
• Self-Motivated
• Excellent Time Management
• Strong communication and intrapersonal skills
• Trouble shoot and high sense of urgency

Location: Palziv North America, Louisburg, NC

Salary : $18 - $23