Customer Service Representative

MISSION / SUMMARY:

The Customer Service Representative (CSR) works to achieve company Vision, Values, Goals and Culture. This position will support our Manufacturing Facility in Wellsburg, WV and has primary responsibilities to completing tactical and strategic processes associated with servicing a specific set of customer accounts. This person will have responsibility for the day to day management of all aspects for an assigned account or accounts. They understand and align the process with the plant operations team and sales team as he/she executes their role in the overall order fulfillment process to exceed customer expectations and align with Mondi Bags USA business, cultural, financial and operational objectives. This position interacts with management, employees, customers, vendors, and third-party logistics providers, among others, to ensure accuracy and timely process completion. This is a high profile position and requires great attention to detail and the ability to work in a fast paced environment. This position reports to the Services Manager.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and / or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MUST BE ABLE TO:

•    Demonstrate effective leadership and human relations techniques to Customers and co-workers
•    Effectively administer department functions
•    Utilize data and tools to effectively communicate needs and expectations
•    Work well with other departments and teams as needed to facilitate overall operational improvements

RESPONSIBILITIES / ESSENTIAL FUNCTIONS AND DUTIES: Responsibilities and duties include, but are not limited to the following:

•    Process incoming orders
•    Submit Scheduling request and follow through
•    Track orders through manufacturing process
•    Process shipping requests
•    Coordinate incoming Artwork & Graphics with appropriate department
•    Coordinate necessary documents for billing and/or credits/debits
•    Research customer inquiries
•    Serve as backup to other Customer Service Reps with customer direct contract responsibility
•    Utilize pricing tables to ensure adherence to customer contracts and agreements
•    Attend and participate in new business meetings
•    Prompt and efficient processing of customer orders and correspondence
•    File Maintenance
•    Other Duties as assigned: This job description does not contain a comprehensive listing of activities, duties or responsibilities that are required to perform this job. Duties, responsibilities, and activities may change at any time with or without notice

QUALIFICATIONS:

Education: Bachelor’s degree (B.A.) from a four-year college or university preferred 

Work Experience: 1-3 years’ work experience preferred in sales and/or customer service
Positive and progressive order fulfillment experience
Solid understanding of customer account management
Demonstrated understanding of and the ability to manage the impact of order fulfillment on cash flow
Microsoft Office Applications with emphasis on Outlook, PowerPoint, Word and Excel
SAP Experience preferred
 

Benefits: Company retirement; Health benefits 

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