Customer Care Representative

Position Description

Title: Customer Care Rep I
Department: Customer Service
Immediate Supervisor: Plant Operations Manager
Status: Non-Exempt
Position Purpose: Responsible for managing the daily transactions between IPG's Customers and the Supply Chain. Individual will be responsible for following all of IPG policies and procedures in the area of Customer Service.

Principle Accountabilities
1. Responsible for achieving pre-agreed upon KPI and Quality Scorecard based on performance measurement.
2. Gain knowledge of IPG technical services, such as B2B and EDI, and encourage customer usage when applicable.
3. Process product orders, sample orders and literature requests as requested by the customer.
4. Expedite orders and sample orders as needed, according to IPG policy and system.
5. Verify order entry accuracy by utilizing Order Review Checklist.
6. Offer product / process substitutions where appropriate.
7. Work with Sales Force and Production Control in problem solving and utilize system knowledge in finding solutions to Internal and External customers' needs.
8. Maintain contact with Internal and External Customers to monitor their satisfaction with regard to service and their individual, specific needs.
9. Pro-actively communicate with shipping and truck lines to inquire on delivery status, pro numbers, and verification of delivery or other information as may be required for customer satisfaction.
10. Resolve pricing issues, as required by the Pricing Discrepancy Policy. Provide customers timely and accurate pricing information.
11. Process claims and complaints as needed; supply all pertinent information as required by the published Terms and Conditions.
12. Attend and complete in-house and/or professional training as required.
13. Be familiar with the use of the AS400 and PC's. Understand the basic concepts of IPG's Supply Chain systems and how they manage the flow of material
14. Daily contact with the plants, RDC's, and Central Planning Group, Logistics and other departments as necessary to discuss issues such as scheduling, load planning, credit, delivery, production and sales.
15. Daily pro-active Communication with internal and external customers, utilizing daily review of reports to follow up on open orders and held orders.
16. Perform periodic customer activity analysis of order history, open orders and status reports. Utilize this information to improve customer satisfaction and increase IPG revenue.
17. Provide excellent phone etiquette with active listening skills.
18. Follow all company policies and procedures.
19. Adhere to All Customer Service Core Values
20. Perform other duties as required.

Essential Skills and Experience

- Bachelor's Degree in Business or Related Field (preferred)

- 2 years Customer Service or related field experience (preferred)

- Knowledge of Packaging Industry (a plus)

- Experienced in Microsoft Office, specifically Excel and Word

- AS400 Experience (preferred)

- Strong math skills

- Strong interpersonal, verbal, written, and telephone communication skills

- Must be personable, have a passion for people and providing excellent customer service

- Must be detailed orientated, results driven and conscientious

- Ability to multi-task and work in fast paced environment

- Must be a team player

- Computer skills required