Job Title: Customer Service Representative

Department: Plant Administration

Reports To: Sales Manager

EEO Classification: Administrative

FLSA – Salary, Exempt

Summary: The CSR is the first point of contact for the customer and is responsible for conferring with customers by telephone or email to provide information about products or services. Take or enter orders, cancel orders, maintain accounts, and obtain details of complaints. Check to ensure that appropriate changes were made to resolve customers' problems. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Perform CSR functions for the plant under the direction of the Plant Manager in support of plant departments. Ensure to follow quality standards for both Laminate Technologies and our customers.

Essential Duties and Responsibilities:

1. Be the primary advocate for the Customer for orders from the assigned Plant(s) / Company.

2. Enter all Sales Orders for designated Facilities and Customers.

3.Review inventory to ensure we have available stock before acknowledging orders to the Customer.

4. Notify Purchasing, Sales, CSR and Manufacturing when inventory discrepancies do not allow for acknowledgment. Fill out all Stock-Out Forms.

5. Figure/verify weights, build truck loads (SO/PO that have numerous trucks).

6. Create jobs, cut bills and reports for all Sales Orders.

7. Delivery Note management. Delivery Note is the end of the office responsibility.

8. Build stock codes and structure & routing for new stock codes.

9. Link our stock code with the customer’s stock code.

10. Log all orders to ship in the Google Doc with ship date, in shipping date order

11. Ensure continuous communication on all issues ensuring Plant Management, Scheduling and CSR are kept informed of open issues that may impact the Customer.

12. Utilize the Stock-Out Form process for instances that inventory is not sufficient to complete Customer Orders.

13. Proactively manage, as needed, Customer relationships.

14. Keep records of Customer interactions or transactions, recording details of inquiries, complaints, or comments in the Customer Complaint Log and ensure they are researched, addressed and actions taken to fix the complaints.

15. Coordinate with Sales, Plant Manager, Quality, Purchasing and Manufacturing all issues that could impact the Customer.

16. Update Customer pricing on new items, as well as when there are price increase.

17. Link quoting system to contract pricing

18. Assist and support Sales Department for Customer requests and/or quoting new products.

19. Write up sample request, trial materials, etc.

20. Proactively communicate to the Customer any and all issues that may impact their orders.

21. Research discrepancies on orders, if needed.

22. Enter all orders into the MRP system.

23. Log all Customer Complaints in the Customer Complaint log.

24. Coordinate with Quality, Sales and Accounting in Issuing credit/debit memos

25. Lead interaction between Customer requests and individual Plants for all Quality related issues managing resolution of Customer issue or complaint.

26. Ensure continuous communication on all issues ensuring internal customers are kept informed of open issues.

27. Call customer for CPU’s.

28. Manage communication to all Internal Customers and External Customers on potential delays that may impact OTD.

29. Maintain Open Order log to improve On Time Delivery (OTD) for the Plant in meeting the needs of their Customers

30. List reasons a Customer Order is shipping late on Late Ship Log to manage why we are shipping late and follow up on resolutions short and long term.

31. Proactively advocate Customer issues with internal Plant Departments to address and/or anticipate problems.

32. Utilize the Stock-Out Form process for instances that inventory is not sufficient to complete Customer Orders.

33. Cross train and learn other office functions to allow for coverage of absences, PTO, etc.

34. Proficient with Microsoft Office, Excel, and ability to utilize MRP software

35. Lead inventory accuracy and inventory-discrepancy research

36. Lead and support team members on training for inventory systems and processes

37. Identify and resolve inventory discrepancies

38. Monitor inventory accuracy and investigate root causes of inventory issues

39. Account for and process all manufacturing production reporting; labor and material.

40. Analyze material issued to jobs from Rite Scan ensuring proper quantities are captured and record any material usage required that was not issued by Rite Scan.

41. Analyze and manage the data collected in the Manufacturing Operations Management (MOM) system and synchronization of the data into Syspro, (ERP system)

42. Analyze and maintain WIP report

43. Reconcile daily shipping department truck log that all inbound trucks receivers are processed into Syspro, by either a purchase order receipt or supply chain transfer receipt and confirm proper freight absorption

44. Review, reconcile, and make appropriate correcting entries for negative on hand quantities, and other discrepancies on a daily basis

45. Other duties and responsibilities as assigned by your supervisor

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have strong data entry skills regarding accuracy and speed. The requirements listed below are representative of the knowledge, skill, and/or ability required. High School Diploma required.

Complexity of Duties

Skilled at duties that require; conflict, resolution, handling complaints, and communications in person, by phone, in written form, and email. Ability to maintain interpersonal relationships, while remaining professional. Ability to multi-task and manage time effectively.

Knowledge, Skills and Abilities

Knowledge of service orientation; English language; oral comprehension, expression; speech clarity and recognition; clerical and administrative functions; time management; computers and electronics; arithmetic, basic algebra, and their application; ability to coordinate, listen actively, think critically, and oral expression; ability to communicate with others; establish and maintain personal relations.

Work Environment:

The work environment is fast pace and involves a high degree of integrity, dependability, self-control, initiative, and stress tolerance. Ability to adapt to cultural diversity. Travel 10% of the time.

Physical Demands:

The work requires minimal physical exertion such as prolonged sitting. Periodic periods of standing, walking, bending, reaching, climbing and the lifting of objects 20 - 25 lbs. The work may require specific and/or common physical characteristics and abilities such as average agility and dexterity.

Competency:

To perform this job successfully, an individual should demonstrate the following competencies:

Problem Solving – Identifies and resolves complex problems in a timely manner.

Ability to apply deductive reasoning to general rules and specific problems to produce answers that make sense.

Customer Service – Maintain positive interpersonal relationships with internal and external customers.

Teamwork – Contributes to building a positive team spirit.

Organizational Support – Follows policies and procedures; supports organizational goals and values.

Dependability – Follows instructions, responds to management direction; takes responsibility for own actions.

Professionalism – Treats others with respect and consideration regardless of their status or position.

Quality – Looks for ways to improve and promote quality.

Safety – Observes safety and security procedures.