Customer Service Representative

Location Address:

1917 Joyce Avenue, Columbus, Ohio 43219

Work Shift:

8hr-1st Shift (United States of America)

Altium Packaging, Our Culture Differentiates Us! We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

Act with Integrity & in Compliance

Drive Value Creation

Be Disciplined Entrepreneurs

Focus on the Customer

Act with Humility

Treat others with Dignity and Respect

Seeking Fulfillment in your Work

As a primary contact with the customer, the Customer Service Representative will have responsibility to ensure orders are accurately entered, processed, and tracked in Altium systems. This will include diligently following purchase order through to completion and resolving issues that may delay processing or shipping. This position will be responsible for facilitating timely shipping, including solicitation of freight quotes, compiling all shipping documents and labeling said shipments.

Role will include, but is not limited to the following:

Customer satisfaction:

Answers all incoming customer calls and emails in a professional and courteous manner in 24 to 48 hrs. ​

Reply to customer escalations by phone within the same day and escalated to CFS as needed. ​

Sends customer order confirmations and manages customer communications ​

Liaison with customer and production

Order Management:

Promptly enters new orders into the ERP system and confirms receipt of order with customers ​

Enters and/or escalates pending PMG/DMG requests ​

Enters credit order entry (debit order only) ​

Communicates to plant logistics personnel of any new or changes to existing shipments ​

Uses the plants schedule to determine which orders are ready or will be late then notifies customers of order details via email or by phone ​

Email A/R to release orders on credit hold ​

Acts as a liaison with the quality manger and plant logistics personnel to ensure a successful return to initiate credit (if appl.) ​

Creates and updates customer reports in Business Objects and/or Syteline reporting ​

Completes RMA and manages the communication of the return ​

Pushes end of month inventory by contacting customers and arranges pick up with shipper ​

Tracks Storage and other miscellaneous fees

Continuous Improvement:

Drive NPS participation ​

Raise internal escalations ​

Validates EDI order accuracy ​

Attends weekly calls with CFS to discuss issues, learn about and share best practices with CSRs ​

Provides training to other members of the customer service team, as requested by CFS

CRM Management:

Inputs customer feedback into CRM system ​

Tracks service issues from opening to resolution ​

Manages customer contact list including adding ship-to details. ​

Completing structured AMR calls

Forecasting & Inventory:

Creates and updates customer reports in Business Objects and/or Syteline reporting.

Completes RMA and managing the communication of the return

QUALIFICATIONS:

The requirements listed below are minimum requirements for the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school or GED required. Associate degree preferred.

Three+ years of experience in order entry and customer service in a manufacturing environment to include experience with customer relationships.

Skills :

Ability to partner with internal and external customers to include plant operations.

Ability to communicate both written and verbally with all levels of external and internal customers.

Demonstrated proficient computer skills to include Office 365 (Excel, Word, Power Point) in addition to order management systems.

Ability to effectively assess situations and make appropriate decisions in a timely manner.

Ability to focus on fine details.

Strong problem-solving skills.

Ability to manage multiple priorities & meet deadlines.

Strong interpersonal skills.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities who are otherwise qualified to safely perform the essential functions of the job, unless such accommodation would impose an undue hardship on the Company.

Position requires sitting, standing, walking plant floors. Up to 5% Travel.

WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts in a production environment. The noise level in the work environment is usually loud. Temperatures inside the plant can fluctuate between hot and cold according to seasonal changes. Personal protective equipment (PPE) is required in the production department and other designated areas.

Work Space:

First 90 days and until transfer of knowledge is complete, CSR will be working in the plant.

After 90 days and transfer of knowledge is complete, CSR will be Hybrid: working from a plant 3 days and Work from home 2 days a week.

We Believe in Rewarding our Most Important Resource – Our People! We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.

EEO Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Take your career to the next level at Altium Packaging!