Hybrid Customer Service Representative – Manufacturing

at TekniPlex

• Job title: Customer Service Representative – Manufacturing
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $20 - $27 per hour
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Madison, United States

About the role

• Customer Service Representative II for TekniPlex handling client orders and inquiries in a hybrid role. Collaborating across teams within a global manufacturing context to ensure customer satisfaction.

Responsibilities

• Receive and process customer purchase orders
• Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling
• Process change orders, trial orders, remake orders and rework orders to comply with customer needs
• Inform Customer Service Manager and/or VP of Sales of any significant changes or issues with a customer account or specific orders
• Work closely with the manufacturing and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the business manager to resolve any discrepancies, processing only those POs that have correct pricing
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made
• Develop and manage customer specific forecasts, inventory models and stocking programs to ensure that we can provide product to meet the customer requirements
• Maintain and manage any finished goods safety stock requirements through the forecast and sales orders
• Manage customer specific inventory programs to ensure that the customer remains in compliance with the terms of the program
• Process and execute shipments, to include placing orders for freight carriers as needed
• Create and distribute all documentation for domestic and export shipments
• Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating
• Create and distribute credit notes as needed
• Process new artwork by initiating the creation of a new finished goods number, entering product specifications as supplied by the customer and forwarding the artwork to graphics for the creation of keys or color swatches
• Coordinate the customer approval of the keys or color swatches
• Coordinate and/or host customers for press side approvals
• Ensure that packing specifications are accurate and current
• Ensure that all customer specific instructions are accurate and current
• Respond to customer inquiries in a timely manner
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer
• Work with the credit and collection team in the collection of past due invoices as requested
• Place shipments on hold if directed by finance
• Visit customer facilities as needed
• Some overnight travel by various modes of transportation including airplane, train or automobile as deemed appropriate
• Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process
• Understand the BU’s Quality Management System
• Ability to work extended hours if needed
• Perform related duties as assigned by Supervisor

Requirements

• Four-year college degree preferred
• Business/related field preferred or equivalent packaging experience accepted
• 3-5 years of customer service experience in the manufacturing industry preferred
• Ability to speak Spanish is a plus
• Demonstrated work ethics that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution
• Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management
• Strong computer skills and advanced knowledge of Microsoft Office (especially Excel and Word including working in Pivot Tables in Excel)
• Must have good organizational skills and be able to multi-task with minimal direction and supervision
• Must have a thorough understanding of the converting industry, including terminology, technology and business practices
• Must have a strong understanding of our processes and capabilities
• General knowledge of artwork and color separations for communication with customers
• Knowledge of international trade requirements for export customers
• Must have excellent verbal and written communication skills
• Ability to respond to common inquiries or complaints from customers
• Ability to effectively present information to top management
• Ability to read, analyze and interpret common financial reports
• Ability to compute rate, ratio and percent and to interpret bar graphs
• Ability to calculate figures and amounts such as proportions and percentages
• Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form

Benefits

• Medical Coverage
• Prescription Drug Coverage
• Telemedicine
• Dental Coverage
• Vision Coverage
• Employee Assistance Program
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Basic Term Life/AD&D Insurance
• Voluntary Life/AD&D Insurance
• Short Term Disability (STD)
• Long Term Disability (LTD)
• Voluntary Buy-Up LTD
• Hospital Indemnity
• Accident Insurance
• Critical Illness
• 401(k) Retirement Savings Plan
• Daily Pay
• Business Travel Insurance
• Legal Plan
• Identity Protection