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Form of workWe are actively recruiting for a Customer Service Representative to join a dynamic team at General Films Inc. in Covington OH. We are a family owned and operated business that has been around for over 70 years. Come be a part of a well-established and respected organization.
This position is a primary point of contact for new and existing customer in our Bag & Box group. You are responsible for maintaining close customer contact from receipt of order through shipment and follow up on change orders, scheduling, and production to ensure accurate, on time delivery of goods promised.
In addition to working closely with customers, the CSR will report directly to the General Manager of Bag and Box and will interact on a continual basis with production, scheduling, quality, and warehousing in an effort to track customer orders and to communicate effectively with customers about their orders ensuring the highest levels of customer satisfaction.
Primary Responsibilities:
- Achieve and maintain strong relationships with all customers through excellent communication, consistent performance, and reliability. This includes but not limited to inbound inquires and outbound requests to Customers and or prospects.
- Answer inquiries regarding quotations, list pricing, availability, and production schedules for any General Films customers within 24 hours.
- Assist and support National Account Managers and field sellers in negotiating customer’s competitive pricing requests.
- Always maintain accurate customer records and pricing information on quote history
- Address customer disputes within 24 hours through investigation and obtaining defective samples of the item or product in question.
- Ensure sample, new, and recurring order shipment dates are accurate and adhered to as committed to customer
- Submit the sample and lab request forms to the Sales VP or GM of BB and ensure all information is pertinent and accurate
- Ensure that all pricing quotes greater than 10,000 pounds are reviewed with Sales VP or GM of BB prior to submitting quote to customer or prospect
- Establish customer set up in database and keep contacts up to date.
- Enter specification sheets for production, enter orders, generate labels for order conversion and disperse paperwork to scheduling and shipping departments.
- Contact customers on account delinquency & clear outstanding account statements
- Pull samples and filler parts as needed.
- Coordinate with other departments as needed to ensure excellent Customer Service.
Requirements and Skills:
- Must possess “Excellent” interpersonal communication skills, both oral and written.
- Able to proactively address both internal and external customer issues in a timely, professional, and balanced manner.
- Detail-oriented individual possessing excellent follow up, organizational and time management skills with a “can do” attitude.
- Customer Service oriented and possessing a high level of integrity and quality output.
- Able to work independently and as part of a team with limited supervision to complete all assigned tasks
- Able to effectively analyze and interpret sales and production reports
- Able to provide pertinent information on product offerings
- Strong computer literate with proficiency in MS Word & Excel
- Able to calculate amounts such as commissions, proportions, percentages, area and volume.
- Ability to accurately read tape measure and calculate film and bag weight.
Education and/or Experience:
Associate's degree or equivalent from two-year institution or technical school and 2 to 4 years of related CSR experience in a manufacturing environment and or an equivalent combination of education and experience is preferred.
