Customer Service Representative Job Opening
Customer Service Representative
Polyplex USA
• Decatur, Alabama
$29,120.00 - $31,200.00
a year
Category: Account Representative
Role Description
Position Title Customer Service Representative Position Code: PUaA04N
Department Customer Service FLSA Salaried Non-Exempt
Shift General Shift Level/ Grade FE2
Reports to Customer Service Manager Location Decatur, AL USA
Expectations
A customer service representative for Polyplex is expected to be readily available and very knowledgeable about all items related to a specific customer account. He/she will be assigned to specific customers/accounts to maintain a steady supply of film and ensure timely deliveries. Verification of customer orders and items supplied is necessary and maintaining accurate account information will be required. As part of the team additional duties may be added as necessary.
Responsibility
1. Environmental Safety Security and Health (ESSH)
1.1 Understand and follow all policies, rules and guidelines relating to ESSH
1.2 Always wear appropriate PPE as outlined in ESSH policies.
1.3 Report every incident or injury to your immediate supervisor
1.4 Participate in incident investigations
1.5 Identify any risks to individuals, the environment or the site
1.6 Questions situations, processes or procedures that appear unsafe or put the site at risk
1.7 Recognizes unsafe work conditions created by other workers
2. Order Fulfillment & Costing
2.1 Arrange logistics and monitor carrier costing
2.2 Warehouse costing
2.3 Inventory Reconciliation
2.4 Consignment account reporting
2.5 Verification of items shipped to customer
2.6 Verification of delivery to customer POD (Proof Of Delivery)
2.7 Monitor Aging Inventory & follow up with customer for shipping
2.8 Issue invoices to customers
2.9 Issue Purchase Orders for production
2.10 Maintain accurate information specific to each account and update regularly in the system
3. Customer Relations
3.1 Coordinate with Technical Services and Sales team to address quality issues with product or other customer complaints
3.2 Submit responses to customer on quality issues
3.3 Confirm customer orders of direct and stock models & submit to Planner for processing.
3.4 Sales (monthly closing)
3.5 Order tracking as required by customer
3.6 Maintain customer status reports
3.7 Research & answer all customer inquiries
3.8 CSR’s will be cross trained across all product lines & all countries to be supplied
3.9 Other duties as assigned
4. Customs & Compliance
4.1 Container tracking and delivery confirmation
4.2 Verify all documents are in place before closing orders.
4.3 Maintain closed order files
4.4 Issue custom/preform invoices as required
4.5 Provide proper documentation of certificates to customers (ie: certificates of analysis, certificates of origin, FDA compliance)
Competencies
Technical Expertise Advanced knowledge of Microsoft Excel, Word & Outlook
Knowledge of basic office equipment, including phone systems
Behavioral Well spoken, able to speak clearly and concisely via phone
Aptitude for problem solving
Multitasking
Ideal Incumbent profile
Education High School or GED Required/ Bachelor’s Degree preferred
Industry Experience 1 year of industry experience preferred
Position Title Customer Service Representative Position Code: PUaA04N
Department Customer Service FLSA Salaried Non-Exempt
Shift General Shift Level/ Grade FE2
Reports to Customer Service Manager Location Decatur, AL USA
Expectations
A customer service representative for Polyplex is expected to be readily available and very knowledgeable about all items related to a specific customer account. He/she will be assigned to specific customers/accounts to maintain a steady supply of film and ensure timely deliveries. Verification of customer orders and items supplied is necessary and maintaining accurate account information will be required. As part of the team additional duties may be added as necessary.
Responsibility
1. Environmental Safety Security and Health (ESSH)
1.1 Understand and follow all policies, rules and guidelines relating to ESSH
1.2 Always wear appropriate PPE as outlined in ESSH policies.
1.3 Report every incident or injury to your immediate supervisor
1.4 Participate in incident investigations
1.5 Identify any risks to individuals, the environment or the site
1.6 Questions situations, processes or procedures that appear unsafe or put the site at risk
1.7 Recognizes unsafe work conditions created by other workers
2. Order Fulfillment & Costing
2.1 Arrange logistics and monitor carrier costing
2.2 Warehouse costing
2.3 Inventory Reconciliation
2.4 Consignment account reporting
2.5 Verification of items shipped to customer
2.6 Verification of delivery to customer POD (Proof Of Delivery)
2.7 Monitor Aging Inventory & follow up with customer for shipping
2.8 Issue invoices to customers
2.9 Issue Purchase Orders for production
2.10 Maintain accurate information specific to each account and update regularly in the system
3. Customer Relations
3.1 Coordinate with Technical Services and Sales team to address quality issues with product or other customer complaints
3.2 Submit responses to customer on quality issues
3.3 Confirm customer orders of direct and stock models & submit to Planner for processing.
3.4 Sales (monthly closing)
3.5 Order tracking as required by customer
3.6 Maintain customer status reports
3.7 Research & answer all customer inquiries
3.8 CSR’s will be cross trained across all product lines & all countries to be supplied
3.9 Other duties as assigned
4. Customs & Compliance
4.1 Container tracking and delivery confirmation
4.2 Verify all documents are in place before closing orders.
4.3 Maintain closed order files
4.4 Issue custom/preform invoices as required
4.5 Provide proper documentation of certificates to customers (ie: certificates of analysis, certificates of origin, FDA compliance)
Competencies
Technical Expertise Advanced knowledge of Microsoft Excel, Word & Outlook
Knowledge of basic office equipment, including phone systems
Behavioral Well spoken, able to speak clearly and concisely via phone
Aptitude for problem solving
Multitasking
Ideal Incumbent profile
Education High School or GED Required/ Bachelor’s Degree preferred
Industry Experience 1 year of industry experience preferred