Customer Service Representative – Manufacturing
TekniPlex
full-time
Posted on:
Location Type: Hybrid
Location: Madison • Wisconsin • United States
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Salary
💰 $20 - $27 per hour
About the role
- Receive and process customer purchase orders
- Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling
- Process change orders, trial orders, remake orders and rework orders to comply with customer needs
- Inform Customer Service Manager and/or VP of Sales of any significant changes or issues with a customer account or specific orders
- Work closely with the manufacturing and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met
- Ensure that all purchase orders have accurate pricing and if not, collaborate with the business manager to resolve any discrepancies, processing only those POs that have correct pricing
- Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made
- Develop and manage customer specific forecasts, inventory models and stocking programs to ensure that we can provide product to meet the customer requirements
- Maintain and manage any finished goods safety stock requirements through the forecast and sales orders
- Manage customer specific inventory programs to ensure that the customer remains in compliance with the terms of the program
- Process and execute shipments, to include placing orders for freight carriers as needed
- Create and distribute all documentation for domestic and export shipments
- Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating
- Create and distribute credit notes as needed
- Process new artwork by initiating the creation of a new finished goods number, entering product specifications as supplied by the customer and forwarding the artwork to graphics for the creation of keys or color swatches
- Coordinate the customer approval of the keys or color swatches
- Coordinate and/or host customers for press side approvals
- Ensure that packing specifications are accurate and current
- Ensure that all customer specific instructions are accurate and current
- Respond to customer inquiries in a timely manner
- Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer
- Work with the credit and collection team in the collection of past due invoices as requested
- Place shipments on hold if directed by finance
- Visit customer facilities as needed
- Some overnight travel by various modes of transportation including airplane, train or automobile as deemed appropriate
- Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process
- Understand the BU’s Quality Management System
- Ability to work extended hours if needed
- Perform related duties as assigned by Supervisor
Requirements
- Four-year college degree preferred
- Business/related field preferred or equivalent packaging experience accepted
- 3-5 years of customer service experience in the manufacturing industry preferred
- Ability to speak Spanish is a plus
- Demonstrated work ethics that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution
- Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management
- Strong computer skills and advanced knowledge of Microsoft Office (especially Excel and Word including working in Pivot Tables in Excel)
- Must have good organizational skills and be able to multi-task with minimal direction and supervision
- Must have a thorough understanding of the converting industry, including terminology, technology and business practices
- Must have a strong understanding of our processes and capabilities
- General knowledge of artwork and color separations for communication with customers
- Knowledge of international trade requirements for export customers
- Must have excellent verbal and written communication skills
- Ability to respond to common inquiries or complaints from customers
- Ability to effectively present information to top management
- Ability to read, analyze and interpret common financial reports
- Ability to compute rate, ratio and percent and to interpret bar graphs
- Ability to calculate figures and amounts such as proportions and percentages
- Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
- Ability to define problems, collect data, establish facts and draw valid conclusions
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
Benefits
- Medical Coverage
- Prescription Drug Coverage
- Telemedicine
- Dental Coverage
- Vision Coverage
- Employee Assistance Program
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Basic Term Life/AD&D Insurance
- Voluntary Life/AD&D Insurance
- Short Term Disability (STD)
- Long Term Disability (LTD)
- Voluntary Buy-Up LTD
- Hospital Indemnity
- Accident Insurance
- Critical Illness
- 401(k) Retirement Savings Plan
- Daily Pay
- Business Travel Insurance
- Legal Plan
- Identity Protection
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceorder processinginventory managementforecastingshipping logisticsartwork specificationsfinancial report analysisdata interpretationmulti-taskingproblem-solving
Soft Skills
interpersonal skillscommunication skillsorganizational skillsflexibilityresults-orientedownershippresentation skillswork ethicsense of urgencyteam collaboration