Customer Service Representative

Interface with customers to address needs and coordinate problem solving in conjunction with the sales team and cross-functional partners. This position is the center of the order fulfillment process and works with internal partners in production and logistics to execute this process.

Communicate with customers, internal departments, and management (sales, production, logistics, technology, etc.) to ensure fulfillment of the order process and improve customer satisfaction. Reports to sales team, any issues causing customer dissatisfaction. Communicate any concerns or observations related to changing customer order patterns. Ensure all orders are populated with accurate information to allow correct reporting. Develops working knowledge of customer order patterns and order capabilities to facilitate proactive order solicitation and cost-effective fill-outs for when LTL bulk orders are placed. Maintain a finished goods inventory and manage aged inventory. Enters customer orders into sales/customer service system (Stratix) to enter customer orders; ensures accurate pricing; processes product returns, credits/debits, invoices, and documents customer complaints. Maintains customer master data and produce proper documentation for all the above. Performs other tasks as required to ensure order fulfillment and to meet company requirements for areas of responsibility. Ensures timely and complete closing for each month's shipments. Reviews customer forecasts in order to place purchase orders with supporting mills and processors. Ensures proper inventory levels and manages entire supply chain for key account customers. Expedites mill orders. Maintains in-depth relationships with key members of customer accounts and broad knowledge of customers business including sourcing methods, shipping standards & current lead times needed. Develops and maintains contacts within the organization so quick responses can be provided to inquiries. Provides non-order related support to customers and sales. Ensures timely response to customer surveys related to quality, organizational information, locations/addresses, etc. Maintain a clean work environment.

Experience & Education