Customer Service Representative

Job Title: Customer Service Representative

Reports to: Customer Service Manager

Department: Customer Service

Location: Granite Falls, NC (in office)

Summary of Job

Reporting to the Regional Customer Service Manager, the Customer Service Representative is responsible for sales and service support of an assigned area. Looking for a motivated employee for a fast-paced, growing company that is adaptive to changes.

Essential Functions and Responsibilities

• Provide in-house contact for Regional Account Managers, RTU Managers and Account Managers.
• Services all needs of Pregis Corporation customers with primary responsibility for assigned areas.
• Acquire and maintain product and technical knowledge.
• Develop and maintain customer contacts and administer service policies.
• Work with Inside Sales, PQA's, and AMs on customer pricing.
• Process orders, sample requests, etc., and maintain related information within the appropriate computer system
• Manage heavy call volume and high email traffic to support customers.
• Complete written documentation such as credits, debits, complaints, quotes, etc.
• Provide price quotes according to established limitations.
• Update and maintain price pages as needed.
• Maintain a professional atmosphere and relationship with internal personnel and customers to fulfill customer expectations.
• Work with Scheduling and Shipping to ensure orders ship on time and expedite orders when necessary.
• Administer assigned customer requests.
• Develop and maintain a relationship with customer base to retain/build business.
• Develop and maintain a partnership with the outside Account Managers to build the business.
• Perform inside sales functions when necessary.
• Adhere to company policies and procedures.
• Maintain a satisfactory level of knowledge on new and existing trends within the customer service industry

Competency (Knowledge, skills, and abilities)

• Excellent verbal and written communication and telephone skills
• Proficiency with computers (Microsoft Office 365, SAP)
• Excellent organizational/prioritization skills
• Solutions oriented
• Results focus

Environment

• Mainly office setting
• The position environment may vary and require a combination of outside work and inside

• work
• Based on the plant and time of the year, there could be varying degrees of high heat and
• cold weather
• Moderate humidity levels
• Moderate noise levels
• Physical Characteristics
• Required to stand, walk and sit; talk and hear, both in person and by telephone; use
• hands to finger, handle or feel objects or controls; reach with hands and arms
• Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds
• Frequent typing, keyboarding, and repetitive use of hands, wrists, and fingers
• Willingness to wear appropriate personal protective equipment, including hearing
• protection

Position Type

• Full time requiring onsite presence
• Hours vary based on operational needs
• Potential requirement to work outside of normal working hours
• Approximately 10% travel

Education and Experience

• 2 to 4-year degree desirable, or related years of experience
• 2 to 4 years' experience in customer service, business/marketing or related field
• Manufacturing background preferred
• SAP experience recommended
• Excellent verbal, written communication, and telephone skills
• Proficiency with computers (Microsoft Office 365, SAP)

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